Columbia Organization of Rising Entrepreneurs
Travel Customer Service
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We’re Hiring: Travel Customer Service Executive
🕒 Employment Type: Full-Time
💼 Level: Entry-Level to Mid-Level
We are seeking a friendly, patient, and customer-focused Travel Customer Service Executive to assist customers with travel-related inquiries, bookings, changes, and service requests. This role is responsible for providing timely support and ensuring a smooth customer experience before, during, and after travel.
🎯 Key Responsibilities
- Respond to customer inquiries through phone, email, live chat, and other communication channels.
- Assist customers with flight, hotel, tour, transportation, and travel-package inquiries.
- Provide accurate information regarding bookings, schedules, travel policies, and available services.
- Handle booking amendments, cancellations, refunds, rebookings, and other travel-related requests.
- Monitor customer cases and ensure issues are resolved within agreed service timelines.
- Coordinate with airlines, hotels, tour operators, transportation providers, and internal teams to resolve customer concerns.
- Assist customers with travel disruptions such as schedule changes, delays, cancellations, and itinerary adjustments.
- Maintain accurate customer records, booking information, and case notes.
- Follow up with customers to ensure issues have been resolved satisfactorily.
- Escalate complex complaints or operational issues to supervisors or relevant departments.
- Maintain a professional and helpful approach when handling difficult or urgent customer situations.
- Support customer feedback collection and identify recurring issues or opportunities to improve service quality.
- Meet customer service KPIs such as response time, resolution time, customer satisfaction, and quality standards.
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✅ Requirements
- Experience in customer service, travel, tourism, hospitality, contact centre, or a related field is preferred.
- Excellent verbal and written communication skills.
- Strong customer-service mindset with patience and empathy.
- Good problem-solving and conflict-resolution skills.
- Strong attention to detail when handling bookings and customer information.
- Ability to manage multiple customer requests and prioritize urgent cases.
- Basic knowledge of travel products, airlines, hotels, or tourism services is an advantage.
- Familiarity with CRM, ticketing, reservation, or travel booking systems is a plus.
- Proficiency in Microsoft Office and common digital communication platforms.
- Ability to work shifts, weekends, public holidays, or extended hours where required.
- Ability to work effectively in a fast-paced team environment.
- Diploma or Bachelor's degree in Tourism, Hospitality, Business Administration, Communications, or a related field is preferred.
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🌟 What We Offer
- Hands-on experience in travel customer service and tourism operations.
- Training in travel systems, booking procedures, customer service, and destination products.
- Exposure to airlines, hotels, tour operators, travel agencies, and international customers.
- Career progression into Senior Customer Service Executive, Travel Consultant, Travel Operations Executive, Customer Experience Specialist, or Customer Service Manager roles.
- Performance incentives and service-related bonuses where applicable.
- A supportive, customer-focused, and dynamic working environment.
- Competitive compensation and benefits package.
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