Customer Support Specialist (Travel-Tech)

We are looking for a Customer Support Specialist who is proactive, detail-oriented, and committed to providing outstanding service throughout the customer journey.

Responsibilities

As our Customer Support Specialist, you will:

• Monitor incoming customer emails, especially for next-day bookings, and handle:
  • Booking cancellations
  • Changes to booking details
  • Upgrade requests
• Respond to customer inquiries via email, live chat, and phone in a timely and professional manner.
• Provide support for inquiries related to tours, travel packages, transfers, accommodations, and other travel services.
• Update existing bookings in internal systems, including accommodations, transportation, and other travel arrangements.
• Manage bookings received from Online Travel Agencies (OTAs) such as GetYourGuide (GYG), Viator, and Musement, ensuring all reservations are accurately entered into the company's booking system.
• Review the company calendar regularly to ensure upcoming bookings are properly arranged and prepared.
• Contact customers who abandoned the booking process to understand the reason and assist them in completing their reservations.
• Reach out to customers experiencing payment failures and guide them through resolving payment issues.
• Follow up with customers after their tours to gather feedback, encourage reviews, and enhance customer satisfaction.
• Identify opportunities to upsell or add additional travel services whenever appropriate.

Qualifications

We're looking for someone who has:

• Excellent English communication skills (both written and verbal).
• Previous experience in Customer Support, preferably within the travel, tourism, hospitality, or travel-tech industry.
• Strong organizational and time management skills.
• Excellent attention to detail and ability to manage multiple tasks simultaneously.
• A customer-first mindset with a passion for providing exceptional service.
• Ability to work independently while collaborating effectively with a remote team.
• Confidence in handling customer concerns professionally and empathetically.
• Experience managing customer communications via email, chat, and phone.
• Familiarity with booking platforms, CRMs, or reservation systems is a strong advantage.
• Experience working with Online Travel Agencies (OTAs) such as GetYourGuide, Viator, Musement, or similar platforms is a plus.