Customer Service Associate – Hospitality – Reservation – Cebu, Philippines

Are you looking for an exciting customer service opportunity in the hospitality industry? Join Fusion CX, a leader in customer experience solutions, as a Customer Service Associate specializing in reservations. In this role, you will play a key part in managing customer reservations, handling inquiries, and ensuring a smooth reservation process. If you have at least 1 year of customer service experience and a passion for problem-solving and customer satisfaction, this role is for you. Become part of a dynamic, fast-paced team at Fusion CX in Cebu, where you can grow your skills and advance your career. We provide a supportive, collaborative work environment where you’ll have the opportunity to develop professionally while delivering top-tier customer service.

Job Description:

About the Role

As a Customer Service Associate – Reservation at Fusion CX, you will be responsible for overseeing reservation processes, providing exceptional customer service, and working closely with other teams to meet internal goals. This role offers the opportunity to grow within the customer service industry and contribute to Fusion CX’s success in managing customer satisfaction and operational efficiency.

Key Responsibilities

The following responsibilities are subject to change based on the nature of services provided by the division/department or any shifts in business direction. The Customer Service Associate will be responsible for:

• Program Ownership: Manage and oversee reservation processes, ensuring customer satisfaction and operational efficiency.
• Collaborative Work: Work closely with internal teams such as Recruitment, Workforce, and Training to meet service solutions, timelines, procurement needs, staffing requirements, and service levels.
• Communication: Maintain open communication with internal teams such as QA, Operations, and Training to resolve performance issues and improve training and development.
• Data Analysis: Analyze data to manage operational changes, mitigate risks, and optimize resources for improved service delivery.
• Performance Assessment: Monitor and assess program performance to align with organizational goals, ensuring maximum Return on Investment (ROI).
• Key Performance Indicators (KPIs): Support career growth and KPIs achievement for team members through coaching, feedback, and monitoring.
• Strategic Contribution: Assist in preparing and executing business continuity plans and improvement initiatives to enhance operational efficiency, production standards, and customer service quality.

Job Requirement:

Key Qualifications

• Education: High School Diploma or Equivalent required.
• Experience: At least 1+ year of experience in customer service or reservations, preferably in a related industry.
• Skills:
  • Strong analytical skills and the ability to assess business performance.
  • Excellent communication and collaboration skills to work across departments.
  • Ability to manage change, risk, and resource allocation effectively.
  • Leadership and coaching abilities to improve team performance.
  • Understanding of KPIs and customer service performance metrics.
• Other: Must be willing to work in a Work From Office (WFO) setting.

Why Join Fusion CX?

At Fusion CX, we believe in fostering an inclusive, dynamic, and growth-oriented environment. Here’s why you should join us:

• Growth Opportunities: We provide ample opportunities for career advancement, training, and development, helping you grow within your role and beyond.
• Collaborative Environment: Join a team of passionate professionals who support each other and collaborate to achieve common goals.
• Work-Life Balance: We value the balance between professional and personal life, offering a flexible and supportive work culture.
• Impactful Work: Make a real impact through your work as you contribute to operational efficiency and customer satisfaction across the organization.
• Competitive Benefits: Enjoy a comprehensive benefits package that supports your well-being and work-life harmony.

Fusion CX is committed to your success and offers a vibrant workplace where your contributions are valued. Join us and take the next step in your career! If you are passionate about customer service and meet the qualifications outlined above, we’d love to hear from you! Apply now and take the next step in your career with Fusion CX.