Location: Remote ~ Based in the UK
Schedule: Monday – Friday 9 am to 5:30 pm EST, One Saturday per month
Job Purpose:
We are looking for a talented Guest Relations 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 be 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
• Responsible for monitoring shared inboxes, responding to customer inquiries via our website & email
• Monitor and quality check reservations, logging any discrepancies and alerting management
• Work as a member of our Customer Care Team resolving customer issues and complaints post-travel
• Assist Operations Department
• Work with suppliers to confirm rooms above allotment and special requests
• Responsible for issuing 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
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying 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
Benefits Include:
• Work Remotely
• Paid Time Off
• Bonus and Incentive Plans
• Corporate Discounts through Working Advantage
• Employee Referral Bonus – $1,000 (or equivalent in local currency)
• Cross-Departmental Training
• 100hrs of training per person/per year
• Anniversary, birthday recognition & gifts
• Volunteer Opportunities
• Familiarization Trips
• Years of Service Awards
• Employee Travel Discounts
• $100 per person per year for reimbursement for supplies (or equivalent in local currency)
For immediate consideration of any position with Railbookers Group, please send your cover letter, resume, and salary requirements to:
Railbookers Group | ATTN: Human Resources
Main: 978-922-0418 | Fax: 978-922-4819 | Email: hr@railbookers.com
We are an equal opportunity employer.