Customer Experience And Bookings Coordinator (Customer Service)

TL;DR

Customer Experience and Bookings Coordinator (Customer Service): Managing customer communications and booking cycles for various venues with an accent on professional support across multiple digital channels and accurate account administration. Focus on resolving complex customer enquiries, managing high-volume bookings, and ensuring service recovery in a fast-paced environment.

Location: Hybrid (2 days weekly) in Ortigas, Pampanga, Alabang, or Cebu, Philippines

Company

hirify.global is a professional staffing and outsourcing company providing specialized customer service and administrative support.

What you will do

• Handle inbound calls, emails, and social messages to provide professional and timely customer support.
• Manage the end-to-end booking process, including creating, amending, transferring, and canceling bookings.
• Assist customers with enrolments for swimming lessons, fitness activities, facility hire, and memberships.
• Resolve service issues and handle complaints using approved recovery guidelines and professional empathy.
• Collaborate with venue teams, program coordinators, and finance to deliver a consistent customer experience.
• Maintain accurate customer profiles and ensure secure handling of personal and payment data.

Requirements

• 3+ years of experience in customer service, contact centers, reservations, or customer success.
• Excellent written and verbal English communication skills.
• Proficiency with CRM systems, booking tools, Microsoft 365, and web-based applications.
• Strong organizational skills and the ability to prioritize tasks in a fast-paced environment.
• Must be based in or able to work from the specified locations in the Philippines.

Nice to have

• Experience supporting Australian customers or working within an Australian service environment.
• Background in aquatic, fitness, recreation, hospitality, tourism, healthcare, or education sectors.
• Experience processing recurring programs, memberships, or facility hire bookings.
• Familiarity with call recording, quality assurance, and complaint management processes.

Culture & Benefits

• HMO, dental, and life insurance for the employee and one dependent from day one.
• Uncapped placement incentives.
• Comprehensive paid leave package including birthday, vacation, medical, and maternity leave.
• Option to convert up to 6 vacation days into cash on the work anniversary.
• Regular employee engagement activities such as team building, family days, and year-end parties.