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Customer Service and Booking Specialist
2 weeks ago
**Job Overview:**
We are seeking a highly motivated and customer-oriented individual to handle incoming bookings across all platforms and proactively reach out to customers to confirm order details, gather missing information, and enhance their experience through upselling opportunities.
The ideal candidate will have previous call center experience, preferably supporting North American customers, and a strong background in sales. They should be comfortable handling multiple tasks simultaneously, working in a fast-paced environment, and maintaining a high level of professionalism and enthusiasm when engaging with customers.
- **Key Responsibilities:**
- Order Confirmation & Follow-up: Promptly contact customers after they place an order to confirm booking details, pickup locations, and any other necessary information to ensure accuracy and avoid last-minute issues.
- Customer Information Management: Proactively gather missing information such as pickup locations, phone numbers, emails, and other essential details, ensuring that all required fields are completed in the booking system.
- Customer Engagement & Relationship Building: Engage with customers in a professional and friendly manner, answering any questions they may have about their booking and providing guidance to enhance their travel experience.
- Upselling & Revenue Growth: Identify and leverage opportunities to upsell additional services and tours, including:
- Offering the last remaining seats on a tour to make it fully private for the customer's group, ensuring an exclusive experience.
- Providing discounts on additional tours or experiences that complement their itinerary, encouraging repeat bookings and increasing revenue.
- Recommending premium services such as private transfers, customized excursions, or upgraded packages tailored to the customer's preferences.
