Customer Support Specialist (Travel-Tech)

We are looking for a proactive and customer-focused Customer Support Specialist to join our growing travel-tech team. In this role, you'll assist customers throughout their booking journey, manage reservations across multiple platforms, resolve inquiries, and help deliver an outstanding travel experience.

If you're highly organized, an excellent communicator, and thrive in a fast-paced environment, we'd love to hear from you.

Responsibilities

• Monitor incoming customer emails, particularly for next-day bookings, and handle cancellations, booking modifications, upgrades, and special requests.
• Follow up with customers after their tours to gather feedback and encourage reviews.
• Review the company calendar regularly to ensure all upcoming bookings are properly arranged.
• Manage bookings from Online Travel Agencies (OTAs) such as GetYourGuide (GYG), Viator, and Musement by accurately updating internal systems.
• Contact customers who abandoned the booking process to understand their concerns and assist with completing reservations.
• Resolve payment-related issues by assisting customers experiencing payment failures or technical difficulties.
• Respond to customer inquiries via email, live chat, and phone in a timely and professional manner.
• Provide accurate information regarding tours, travel packages, transfers, and other travel services.
• Update customer bookings, including accommodations, transportation, and other travel arrangements.
• Identify opportunities to upsell additional services, upgrades, or travel add-ons when appropriate.
• Maintain accurate customer records and ensure all booking information is up to date.

Requirements

• Excellent written and verbal English communication skills.
• Strong organizational and time management skills.
• Customer-first mindset with a passion for delivering exceptional service.
• Ability to work independently while collaborating effectively with a remote team.
• Comfortable working in a fast-paced environment and managing multiple priorities.
• Experience in customer support, travel, hospitality, or tourism is highly preferred.
• Familiarity with OTA platforms such as GetYourGuide (GYG), Viator, Musement, or similar booking platforms is an advantage.
•  Candidates currently based in Japan are highly preferred.  
• Experience using CRM, booking, or reservation management systems is a plus.