Customer Support Specialist- UK

Description

*Must live in UK to be considered for the role*

Job Title: Customer Support Specialist
Reports to: Customer Support Manager
Location: Remote


About Railbookers 
 
At Railbookers, we believe that the journey is just as fulfilling as the destination. Life onboard is full of opportunities, new experiences, and rewarding relationships. 

We’re a team of diverse, talented people from around the world. As we continue to expand internationally, we strive to ensure that our culture remains alive and well -that we remain aligned and engaged. Global movements don’t spring from one individual. It takes an entire team to make an impact and do something BIG. At Railbookers, we encourage every employee to identify areas of opportunity within the organization. 

Every single person at Railbookers has a passion for travel, which explains why we’re so avid about encouraging our customers to get out and discover the world for themselves. Most importantly, we embolden you to be yourself and enjoy the work you do on a daily basis. We like having a great time at work, not just outside of it. 


Job Purpose

We are looking for a talented Customer Support Specialist that thrives in a fast-paced environment. The successful candidate will play a fundamental role in supporting our inside sales team and our customer base. The ideal candidate must be comfortable making and receiving dozens of calls per day, working as part of a team, responding to customer service inquiries, and meeting deadlines. The majority of this position will involve servicing inbound calls from customers who need assistance with existing reservations. This is a great opportunity for someone with customer service experience who would like to enter or further their career in the travel industry.

Duties and Responsibilities

• Take phone calls from direct customers and travel agencies both prior to and during travel to resolve any outstanding travel-related issues.
• Manage changes to itineraries, working with vendors and suppliers as needed.
• Utilize sales skills to assist customers in upgrading their services.
• Monitor shared inboxes and respond to customer inquiries via our website and email.
• Monitor and quality check reservations, logging any discrepancies and alerting management.
• Assist the Operations Department as necessary.
• Work with suppliers to confirm rooms above allotment and special requests to secure changes per customer request.
• Issue tickets, including exchanges, refunds, and schedule changes as needed.
• Process documents, including invoices and other communications to our customers and suppliers.
• Make outbound calls and research alternative accommodations impacted by schedule changes and passenger requests.
• Perform other duties as required. This job description does not imply that these are the only duties to be performed by the employee in this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Qualifications

• Excellent customer service and communication skills.
• Strong organizational and problem-solving skills.
• Bachelor’s degree preferred.
• Prior travel industry or customer service experience required.
• Ability to prioritize multiple tasks and meet deadlines.
• Computer proficiency in Microsoft Office.
• Focus on accuracy and quality.

This position offers an excellent opportunity to join our customer support team at  Railbookers Group. We welcome enthusiastic individuals who are committed to delivering exceptional service and making a positive impact on our customers.