Enter a job title or keyword
Customer Experience and Bookings Coordinator | AU | Hybrid
Job Location:
Job Location:
National Capital Region - Philippines
Monthly Salary:
PHP 45000 - 60000
Monthly Salary:
Experience Required:
3years
Experience Required:
Posted:
24 July 2026 (30+ days ago)
Posted:
Application Deadline:
21 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Setup and Location: Hybrid (2 days weekly) - Ortigas Pampanga Alabang or Cebu
Work Schedule: 9:00 AM-6:00 PM (AEST) 07:00 AM-4:00 PM (PH Time)
Employment Type: Full-time
Ready to do work that actually excites you
Were looking for a Customer Experience & Bookings Coordinator to be the central point of contact for customers providing friendly accurate and efficient support across phone email and digital channels. This role is perfect for someone who enjoys helping people thrives in a fast-paced environment and takes pride in delivering outstanding customer service. Youll play a key role in managing bookings supporting account administration maintaining accurate records and assisting with customer enquiries and feedback. Success in this role means customers receive prompt consistent and helpful support bookings are completed accurately records are maintained to a high standard and urgent or sensitive matters are escalated to the right person without delay. Strong attention to detail excellent communication skills and the ability to manage multiple priorities are essential for success.
What Youll Do
Youll be the kind of person who:
Customer Enquiries and Communication
- Answer inbound calls emails web enquiries social messaging and other customer service channels while delivering professional friendly and timely support.
- Provide accurate information regarding opening hours programs memberships fees facility access venue conditions bookings and general policies.
- Identify customer needs refer to approved information sources and communicate clearly and confidently in plain English.
- Maintain a calm respectful and solutions-focused approach at all times including when managing sensitive complex or escalated customer enquiries.
Bookings Programs and Customer Administration
- Create amend transfer and cancel bookings in accordance with venue procedures and availability requirements.
- Assist customers with enrolments for swimming lessons fitness activities facility hire memberships and other venue programs.
- Confirm booking details including dates times participant information pricing payment requirements and venue-specific instructions before finalising arrangements.
- Maintain accurate customer profiles booking records and communication notes escalating non-standard requests for approval when required.
Feedback Complaints and Service Recovery
- Listen actively to customer concerns gather relevant information and respond professionally without making assumptions or assigning blame.
- Resolve straightforward service issues within approved procedures demonstrating empathy professionalism and a solutions-focused mindset.
- Accurately record feedback complaints actions taken and follow-up requirements to ensure complete customer records.
- Escalate serious complex or unresolved matters promptly and monitor open issues to ensure customers receive timely updates.
Safety Privacy and Escalation
- Manage urgent reports involving emergencies safety concerns threats injuries or hazards by following approved escalation procedures and promptly referring matters to the appropriate venue team emergency services or nominated manager.
- Protect personal payment health and membership information ensuring customer data is handled securely and confidentially in accordance with company policies.
- Provide accurate information manage standard bookings and account updates and resolve enquiries using approved procedures workflows and service recovery guidelines.
- Exercise sound judgement within delegated authority escalating serious sensitive repeated or unresolved complaints as well as matters relating to refunds credits privacy fraud legal regulatory or reputational risks.
- Remain calm professional and solutions-focused when handling sensitive or urgent situations ensuring customers receive appropriate support and communication throughout the process.
Teamwork and Continuous Improvement
- Work closely with venue teams program coordinators finance and management to deliver a coordinated and consistent customer experience.
- Participate in training coaching team meetings and briefings while maintaining up-to-date knowledge across the venue portfolio.
- Provide clear handovers on urgent or outstanding matters and support peak periods campaigns and customer service initiatives as required.
- Contribute to a positive professional accountable and customer-focused team culture while identifying opportunities to improve processes systems and service delivery.
Requirements
What You Bring
Were looking for someone with:
- Has at least 3 years of experience in customer service contact centre reservations membership administration customer success or a similar customer-focused role.
- Has excellent written and verbal communication skills with a professional phone manner strong listening skills and the ability to communicate clearly and confidently.
- Demonstrates experience managing inbound enquiries customer complaints and service recovery while maintaining a calm professional and solutions-focused approach.
- Is highly organised with strong attention to detail and the ability to prioritise tasks and urgent matters in a fast-paced environment.
- Is tech-savvy and confident using CRM booking ticketing membership or other customer management systems along with Microsoft 365 and web-based applications.
- Can quickly learn and retain information across multiple venues programs pricing structures and operating procedures.
- Exercises sound judgement takes ownership of tasks and consistently delivers accurate and high-quality work.
- Is reliable adaptable and committed to providing exceptional customer experiences.
Highly Regarded
- Has experience supporting Australian customers or working within an Australian service environment.
- Has experience in aquatic fitness recreation hospitality tourism healthcare education or community services.
- Has experience processing bookings for classes facilities memberships or recurring programs.
- Has worked across multiple brands sites or business units within a centralised customer service environment.
- Has familiarity with call recording quality assurance knowledge-base or complaint management processes.
Benefits
Why Youll Love Working Here
- HMO dental and life insurance for you and one free dependent from day one with the option to add more.
- Uncapped placement incentives.
- Ongoing training and upskilling opportunities.
- Paid leaves including birthday vacation medical and maternity with up to 6 vacation days convertible to cash on your anniversary.
- Employee engagement activities such as year-end party family day team building and more.
Lets Talk
If youre thinking this sounds like meit probably is. Click apply. We cant wait to meet you.
Required Skills:
Has at least 3 years of experience in customer service contact centre reservations membership administration customer success or a similar customer-focused role. Has excellent written and verbal communication skills with a professional phone manner strong listening skills and the ability to communicate clearly and confidently. Demonstrates experience managing inbound enquiries customer complaints and service recovery while maintaining a calm professional and solutions-focused approach. Is highly organised with strong attention to detail and the ability to prioritise tasks and urgent matters in a fast-paced environment. Is tech-savvy and confident using CRM booking ticketing membership or other customer management systems along with Microsoft 365 and web-based applications. Can quickly learn and retain information across multiple venues programs pricing structures and operating procedures. Exercises sound judgement takes ownership of tasks and consistently delivers accurate and high-quality work. Is reliable adaptable and committed to providing exceptional customer experiences. Has experience supporting Australian customers or working within an Australian service environment. Has experience in aquatic fitness recreation hospitality tourism healthcare education or community services. Has experience processing bookings for classes facilities memberships or recurring programs. Has worked across multiple brands sites or business units within a centralised customer service environment. Has familiarity with call recording quality assurance knowledge-base or complaint management processes.
