Guest Relations Officer

About the role

Reporting into the team lead, you will be accountable for the delivery of the responsibilities set out below. This is a project-based position on a day shift, working on-site from Cebu City, Central Visayas. The company employs 201–1,000 and operates in the hospitality & tourism sector.

What you will do

• Support new hires during nesting by sharing call handling techniques that work.
• Resolve billing, product and account issues on first contact, escalating only when the case genuinely requires a specialist.
• Handle inbound and outbound customer interactions across voice, email and chat while meeting quality and handle-time targets.
• Identify recurring customer pain points and raise them to the team lead with suggested fixes.
• Document every interaction accurately in the CRM so the next agent has full context.
• Meet or exceed monthly CSAT, quality assurance and adherence scorecards.

What we are looking for

• At least 1 year of BPO or customer service experience in a voice account.
• Stable internet connection and a quiet workspace if assigned to a hybrid arrangement.
• Excellent spoken and written English with a neutral, easy-to-understand accent.
• Comfortable working on a night shift or shifting schedule, including Philippine holidays.
• Completed at least 2 years of college, or a senior high school graduate with relevant experience.

Nice to have

• Basic troubleshooting knowledge for consumer hardware or mobile apps.
• Exposure to a US healthcare, telco or financial services account.
• Experience with Salesforce, Zendesk or Freshdesk.

What you get

• Competitive monthly salary with 13th-month pay
• HMO coverage from day one, extendable to one dependent
• Night differential and shift allowance where applicable
• Paid leave that increases with tenure, plus convertible unused leave
• Transport and meal allowance for on-site days
• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG) processed on time

Skills

Highlighted skills are required; the rest are a bonus.