
Customer Experience Representative
7 days ago
We're 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.
- Key Responsibilities:
- Real-Time Booking Monitoring: Monitor new bookings as they come in and follow up promptly to collect any missing details required for assigning a tour guide (email, phone number, or pickup location).
- Order Confirmation & Follow-up: Contact customers after they place an order to confirm booking details and avoid last-minute issues.
- Customer Information Management: Ensure all essential fields are completed in the booking system for seamless operations.
- Customer Engagement: Engage with customers professionally, answer questions, and provide guidance to enrich their travel experience.
- Upselling & Revenue Growth:
- • Offer the last remaining seats on a tour to convert it into a private experience.
- • Recommend add-on tours or services that complement existing bookings.
- • Suggest premium upgrades such as private transfers or customized excursions.
- Post-Tour Follow-ups: Call guests after their tour using a prepared script to conduct a brief feedback survey. These calls will be recorded and used for market research and service improvement.
- Customer Insight Collection: Use post-tour calls to gather actionable feedback aimed at improving the guest experience and overall tour quality.
- Issue Resolution: Address booking-related concerns and escalate complex issues when necessary.
- CRM & Data Entry: Maintain accurate records of all customer interactions and booking updates.
- Team Collaboration: Work closely with internal departments to streamline processes and improve customer service workflows.
- Performance Metrics: Meet or exceed targets for customer satisfaction, booking accuracy, upselling, and post-tour engagement quality.
Qualifications & Requirements:
- 3–4 years of experience in a call center or customer service role, preferably dealing with North American clientele in a sales-oriented environment.
- Proven upselling skills with a track record of meeting revenue goals.
- Fluent in spoken and written English with excellent communication and rapport-building abilities.
- Strong organizational skills with attention to detail and the ability to problem-solve quickly.
- Able to manage multiple priorities efficiently in a fast-paced setting.
- Proficient in CRM systems and booking platforms.
- Reliable internet connection, quality headset, and quiet work environment for communication.
Benefits:
Other Details:
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