Customer Services Representative – Inbound & Outbound

About the role

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

Key responsibilities

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

What we offer

• Fixed 9‑hour schedule aligned with EST.
• On‑site work in Islamabad with a collaborative team.
• Opportunities for performance‑based incentives.