Customer Services Representative (Inbound & Outbound)

About the role

We are looking for a motivated, customer‑oriented professional to manage inbound bookings and conduct outbound outreach. The role involves confirming order details, gathering missing information, upselling where appropriate, and following up with guests after tours to collect feedback.

Key responsibilities

• Monitor new bookings in real time and promptly collect missing details (email, phone, pickup location).
• Contact customers after orders to confirm details and prevent last‑minute issues.
• Maintain complete and accurate customer information in the booking system.
• Engage customers professionally, answer queries, and enhance their travel experience.
• Upsell remaining seats, add‑on tours, private transfers, and premium upgrades.
• Conduct post‑tour feedback calls using a prepared script; record calls for market research.
• Gather actionable insights from post‑tour calls to improve service quality.
• Resolve booking‑related issues and escalate complex cases when needed.
• Enter all interactions and updates accurately into the CRM.
• Collaborate with internal teams to streamline processes and improve workflows.

Required profile

• 3–4 years of call‑center or customer‑service experience, preferably with North‑American customers.
• Proven upselling ability and a track record of meeting revenue targets.
• Fluent spoken and written English with strong communication skills.
• Excellent organizational skills and ability to handle multiple tasks in a fast‑paced environment.

Required skills

• CRM usage