Travel CSR (For Pooling)
Who we are
The crew behind PROSOURCE
Company Overview
ProSource is a fast-growing virtual staffing agency connecting top-tier remote professionals with businesses in Australia. We pride ourselves on fostering a positive and supportive work culture while ensuring we recruit and retain the best talent. At ProSource, we empower companies to scale efficiently, reduce running costs and enhance customer experiences by connecting them with exceptional virtual assistants who are seeking opportunities with Western companies. A few years back, we realised that seasonal swings, labor costs and admin overloads were clipping the wings of many businesses, keeping them from reaching their full potential. That’s why we created ProSource: to provide the specialised support that lets you focus on what really matters — strategic growth and innovation. By leveraging our expertise across industries and in the recruitment sector, we provide the knowledge, tools, and systems necessary for a successful offshoring venture. For us, it’s not just about business; it’s about giving back, creating meaningful jobs and fostering professional growth for talented individuals offshore, making a positive impact on lives and the global workforce.
Mission
Your Growth, Our Priority as a Leading Virtual Assistant Partner.
Culture
Partnership - We collaborate closely with you to seamlessly integrate our services and achieve your goals. Integrity - Honesty and reliability are at the heart of every interaction, building trust that lasts. Reliability - Consistently delivering quality outcomes on time reinforces a reputation for dependability, which is crucial for building long-term partnerships. Clarity - We prioritise open, transparent communication to keep you informed and in control. Innovation - We streamline processes using cutting-edge tools, delivering faster, more efficient results. Empowerment - Providing our clients with the tools, resources, and support they need to reclaim their time and achieve their goals.
What You'll Do
What the role involves
Job Description: The Travel Customer Support Representative provides written customer support for a fast-paced Australian travel and experiences business. The role manages customer enquiries, refunds, cancellations, booking modifications, complaints, and supplier follow-ups through primarily HubSpot and WhatsApp. The position is non-voice, with all customer communication handled in writing. The role requires strong travel/OTA customer service experience, excellent written English, high attention to detail, and the ability to manage a high-volume ticket queue while consistently following established processes. As the client continues to build its Customer Service function, the role also includes documenting processes and contributing to the development of the team's knowledge base and SOPs. Responsibilities: Customer Support & Ticket Management - Monitor, triage, categorise, and prioritise incoming customer enquiries. - Manage customer requests through HubSpot and written communication channels. - Respond professionally and accurately to customer enquiries and follow-ups. - Maintain clear ticket notes, records, and status updates. - Own customer requests through to resolution and escalate matters outside the approved process. Refunds & Cancellations - Process customer refund requests in accordance with approved procedures and booking terms. - Verify supplier cancellation status and relevant payment or booking details. - Manage supplier-initiated cancellations and communicate available options to customers. - Coordinate refunds or rebooking where required. - Maintain accurate records and close tickets only once the required action is completed. Booking Changes & Travel Support - Manage customer requests to modify dates, accommodation, activities, and itineraries. - Check booking and supplier information to determine whether requested changes are possible. - Coordinate with the relevant sales or operational team when a new booking or specialist assistance is required. - Update customer and booking records accurately in HubSpot and relevant travel systems. - Follow established procedures when handling non-standard booking requests. Complaints & Supplier Communication - Handle Tier 1 customer complaints by acknowledging concerns, gathering relevant information, and applying approved processes. - Escalate complex complaints or matters requiring commercial judgement to the onshore Customer Service Manager. - Communicate with suppliers regarding cancellations, booking issues, billing discrepancies, and missing information. - Follow up outstanding supplier responses required to resolve customer tickets. - Maintain professional and appropriate written communication with customers and suppliers. WhatsApp & Queue Triage - Monitor inbound WhatsApp enquiries through the company's automation platform. - Categorise and route enquiries to the appropriate queue or specialist. - Act as a first responder for routine enquiries and provide accurate written assistance where appropriate. - Monitor outstanding conversations and ensure enquiries are progressed. - Escalate complex or non-standard matters to the appropriate team member. SOP & Knowledge Base Development - Record and document processes covered during training and onboarding. - Convert training and process information into clear, practical SOPs. - Maintain and upload relevant documentation to the team knowledge base. - Identify recurring customer enquiries and opportunities for process improvement. - Contribute to building a consistent Customer Service playbook as the department develops. Reporting & Team Collaboration - Maintain accurate customer, booking, and ticket records. - Manage assigned ticket queues within required service levels and priorities. - Communicate effectively with the onshore Customer Service Manager and other internal teams. - Provide clear written summaries when escalating customer or operational issues. - Support the onboarding and knowledge transfer of future Customer Service team members when required. Key Performance Indicators (KPIs): - Accurate and timely handling of customer tickets. - Consistent adherence to approved SOPs and escalation procedures. - Customer enquiries and tickets progressed through to resolution. - Accuracy of refund, cancellation, and booking-change processing. - Quality and professionalism of written customer communication. - Effective management of high-volume ticket queues. - Timely supplier follow-up and internal escalation. - Contribution to SOP and knowledge-base development. Working Relationships: The Travel Customer Support Representative will work closely with: Internal - Onshore Customer Service Manager - Other offshore Customer Support Representatives - Sales and Operations teams - Travel and activity suppliers - ProSource Account/Operations Manager External - Customers - Online Travel Agents (OTAs) - Wholesalers and Inbound Agents - Accommodation Providers - Tour Guides and Drivers - Third-Party Suppliers
What We're Looking For
You might be a fit if…
Role Expectations: The successful candidate will be expected to take ownership of their assigned customer queue, follow established processes, and proactively identify what needs attention rather than waiting for tasks to be assigned. This is a process-driven but evolving role. During the initial months, the successful candidate will be expected to learn existing processes, document training, help build SOPs, and progressively take ownership of the Tier 1 customer service queue. The role is suited to someone who is comfortable working in a fast-paced, seasonal travel environment and enjoys contributing to the development of a growing Customer Service function. Key Skills & Experience: Essential - 3+ years' experience in customer service, travel support, OTA, BPO, or a similar high-volume customer support environment. - Hands-on HubSpot experience, particularly ticket management, notes, queues, and customer records. - Previous experience handling travel, airline, accommodation, tour, or OTA bookings is highly preferred. - Experience managing a high-volume customer service queue, ideally 150–800 tickets per week depending on season. - Excellent written English with strong grammar, professionalism, and customer-focused communication. - Strong attention to detail and accuracy when handling bookings, refunds, cancellations, and customer information. - Demonstrated ability to follow SOPs and established processes consistently. - Strong prioritisation, follow-up, and time-management skills. - Ability to work independently and manage a queue without requiring constant direction. - Sound judgement regarding when to resolve, follow up, or escalate an issue. - Comfortable working early Philippine hours and rotating weekend shifts. Desirable - Experience with Hero, Rezdy, FareHarbour, Wetu, or similar travel/tour booking platforms. - Experience using AI.Respond or WhatsApp Business automation. - Previous experience supporting Australian, UK, or European customers. - Experience working with AI tools for customer service, workflow automation, or communication drafting. - Experience developing SOPs, process documentation, or internal knowledge bases. - Previous experience with high-volume travel BPOs or OTAs such as Expedia, Priceline, Booking.com, or comparable businesses.
Benefits & Perks
What you get
Work-Life Balance - Enjoy the flexibility of working from home, while you set your schedule around your personal life. COMPETITIVE PAY and BENEFITS - Delight in competitive salaries and compensation packages that reflect your skills and experience. TIME-ZONE ADVANTAGE - Seize the opportunity for flexible hours and the chance to work with clients in a time zone that suits your lifestyle.