Travel Agency Support Services

WHAT WILL A CUSTOMER SERVICE REPRESENTATIVE DO FOR YOU?

Core responsibilities & Deliverables

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels like; email, phone, and social media DMs.
• Acknowledging and resolving customer complaints.
• Escalating serious complaints
• Knowing our products inside and out so that you can answer questions.
• Processing orders, bookings, scheduling, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues to ensure the customer experience is easy and effective.
• Providing feedback on the efficiency of the customer service process.
• Keeping customer data up to date (phone number, email, website)

Skills and Knowledge

• Proven experience in customer service, sales, CRM management, and administrative tasks.
• Excellent written and oral English communication abilities
• Has a can-do attitude, is honest, and dependable
• Highly attentive to details, organized, efficient, and can work under minimal supervision
• Can work during Australian business hours
• Has a distraction-free professional workspace

Technology & Software Platforms

• A modern computer and good internet connection.
• Experience or familiarity with the following software (or similar):
  • Project Management Tool (Monday.com, Asana)
  • Calendar app - Calendly, Google Calendar, etc. any kind of scheduling tool for booking a meeting
  • CRM tools such as HubSpot or Salesforce - for data entry, management, and clean-up of contacts
  • Virtual Phone - could be external or integrated into your current CRM - for inbound and outbound calls
  • Email and document suite (Google Workspace, Office 365)
  • Social Platforms (Facebook, Instagram, LinkedIn)