Job Description
Job Description Job Summary:
As a Group Travel Call Center Representative, you will be the first point of contact for customers seeking help with group travel bookings and related services. You'll provide exceptional customer service, assist with travel arrangements, resolve issues, and recommend additional services to ensure a seamless and enjoyable experience.
Key Responsibilities:
Customer Service
- Manage inbound/outbound calls, emails, and chats regarding group travel, hotels, cruises, and vacation packages.
- Provide accurate details on destinations, itineraries, and pricing.
- Resolve customer concerns professionally and efficiently.
- Deliver friendly, personalized service to maintain high customer satisfaction.
Booking & Reservations
- Assist with accurate booking and confirmation of group travel arrangements.
- Explain travel insurance, itinerary changes, and cancellation policies.
- Upsell upgrades, tours, or insurance when appropriate.
Problem Resolution
- Resolve booking issues, refund requests, and service errors.
- Coordinate with travel partners (airlines, hotels, etc.) to resolve customer issues.
Sales & Recommendations
- Recommend services and promotions tailored to customer preferences.
- Meet or exceed upsell and sales targets.
Documentation
- Accurately record all customer interactions and bookings in the CRM system.
- Maintain records for follow-ups and reporting.
Collaboration
- Coordinate with Sales, Marketing, and Operations for a smooth customer journey.
- Participate in special projects or campaigns as needed.
Qualifications:
Education:
- High school diploma or equivalent required; college degree preferred.
Experience:
- Prior customer service, call center, or travel industry experience preferred.
- Knowledge of travel booking platforms is a plus.
Skills:
- Excellent verbal and written communication skills.
- Strong multitasking, problem-solving, and attention to detail.
- Basic geography and travel knowledge.
- Ability to work independently and within a team.
Technical:
- Experience with CRM and call center software.
- Proficiency in Microsoft Office and Google Workspace.
Working Conditions:
- Part-time: 25–30 hours per week
- Schedule: May include evenings (up to 7 PM EST) and Saturdays (10 AM–4 PM), based on business needs
Remote Work Requirements:
- Reliable high-speed internet (minimum 25 Mbps download)
- Computer capable of running job-related software and video conferencing
- Quality headset with microphone
- Two monitors for productivity
This role is ideal for someone passionate about travel and customer care. If you enjoy helping others plan memorable experiences and thrive in a fast-paced, remote environment, we’d love to hear from you!