Dedicated Customer Service Specialist for Travel Booking Management

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Specialist. This role is crucial for ensuring smooth operations related to customer bookings, inquiries, and feedback, contributing directly to an exceptional customer experience. The ideal candidate will possess excellent communication, organizational, and time management skills, thriving both independently and as part of a dynamic team.

Key Responsibilities:

Monitor and manage incoming customer emails regarding bookings for the upcoming day, efficiently handling cancellation requests, modifications to booking details, and inquiries about additional upgrades.
Proactively engage with customers post-tour to gather valuable feedback and encourage reviews, contributing to continuous service improvement.
Regularly review the company calendar to ensure all pending bookings are arranged and confirmed in a timely manner.
Accurately process and update bookings originating from Online Travel Agencies (OTAs) such as GYG, Viator, and Musement, ensuring our internal systems reflect all sales notifications promptly.
Address incomplete booking processes by contacting customers who abandoned their booking to understand the reasons and offer assistance.
Provide support for payment failures, reaching out to customers experiencing technical payment issues and guiding them through resolution.
Manage customer inquiries across various communication channels, including live chats, phone calls, and emails, maintaining a professional and helpful demeanor.
Respond to all customer service inquiries related to tours, packages, and transfers with promptness and professionalism.
Update existing customer bookings in our internal systems, including details related to accommodation, transportation, and other services.
Identify and pursue opportunities to upsell or add more services to existing bookings whenever appropriate and beneficial to the customer.