Account Executive - Singapore

Job Title: Account Executive - Singapore
Reports to:  APAC Inside Sales & Guest Experience Manager
Direct Reports:  No


ABOUT US

Join the leading independent rail vacation provider in North America and beyond! Railbookers Group, home to both Railbookers and Amtrak Vacations, is passionate about delivering unforgettable train travel experiences. We take pride in crafting seamless, personalized itineraries for our guests and travel advisors, offering the largest selection of independent rail vacations worldwide.  


POSITION PURPOSE 

We are seeking a motivated and customer-focused professional to join our dynamic contact center team. This role combines expert sales skills with exceptional service, focusing on building lasting relationships, selling customized rail holiday packages, supporting existing reservations, and ensuring a seamless, memorable travel experience. The ideal candidate thrives in a fast-paced environment, communicates with ease, and excels at both closing sales and delivering outstanding customer care.


RESPONSIBILITIES

• Convert inbound calls, emails, and web inquiries into bookings, and conduct timely outbound follow-up to nurture leads, close sales, and drive repeat business.
• Qualify customer needs by understanding travel goals, preferences, and budgets to design compelling, customized rail holiday itineraries.
• Present pricing, upsell opportunities, and limited-time promotions to maximize revenue.
• Provide exceptional support for existing reservations, including itinerary changes, cancellations, special requests, and in-travel assistance, ensuring accuracy and adherence to company policies.
• Troubleshoot and resolve a variety of service issues (e.g., booking discrepancies, ticketing, payment concerns) with empathy and professionalism, aiming for first-contact resolution.
• Proactively communicate potential itinerary changes or disruptions and offer suitable alternatives.
• Collaborate effectively with internal teams and external partners to ensure seamless booking, travel, and resolution processes.
• Process payments, manage billing inquiries, and issue refunds accurately.
• Accurately document all customer interactions, sales activities, and updates in the CRM system.
• Maintain expert knowledge of products, train routes, destinations, and amenities through ongoing training and engagement in team performance initiatives.
• Consistently meet or exceed sales, service, and performance targets.
• Identify opportunities to enhance the guest experience and share feedback for continuous improvement.
• Demonstrate strong organizational skills, adaptability, and a positive, team-oriented mindset in a fast-paced, evolving environment. 

CORE COMPETENCIES

• Customer Focus: Acts with the customer in mind, building trust and using feedback to improve service and experience.
• Functional/Technical Skills: Applies strong technical knowledge and expertise to consistently perform at a high level.
• Interpersonal Savvy: Builds effective, respectful relationships across all levels using empathy, tact, and diplomacy.
• Drive for Results: Delivers strong outcomes by consistently exceeding goals and pushing for high performance.
• Written Communications: Communicates clearly and effectively through written messages tailored to the audience and purpose.