Folio Collector – Customer Service Representative

About the role

The Folio Collector – CSR is responsible for gathering hotel room receipts after guest checkout, reconciling them with booking data, and ensuring all financial documentation is accurate and well‑organized. The role works closely with clients, hotel partners, and internal finance and operations teams to resolve discrepancies and improve processes.

Key responsibilities

• Collect and verify hotel room receipts post‑checkout.
• Reconcile receipt charges against booking information.
• Maintain electronic documents in a Windows file‑folder system and web‑based database.
• Investigate and resolve receipt discrepancies in collaboration with clients and hotel partners.
• Partner with finance and operations teams to streamline workflows and create efficiencies.
• Process high volumes of receipts while adhering to client and finance requirements.

Required profile

• 1–2 years of customer service experience; call‑center experience preferred.
• Bachelor’s degree preferred.
• Exceptional written and verbal communication with strong attention to detail.
• Ability to make judgment calls, stay organized, and manage multiple information streams.
• Proven ability to build productive relationships with clients, hotel partners, and coworkers.
• Comfortable working in a fast‑paced environment and adapting quickly to changing situations.
• Previous experience with a travel reservation system is an asset.

Required skills

• Microsoft Office suite
• Microsoft Excel

What we offer

• Market‑competitive salary
• Career growth opportunities
• Learning & development programs and on‑the‑job training
• Medical coverage (IPD) and life insurance
• Paid leaves (annual, casual, sick, marriage, maternity, paternity, Hajj, bereavement)
• Provident Fund and Employee Old Age Benefits (EOBI)
• Employee engagement and wellness initiatives