Customer Care Representative

As a Customer Care Representative at our luxury heritage tour company, you will be the first line of support for travellers seeking exceptional service throughout their journey. This role demands professionalism, empathy, precision, and a commitment to delivering a world-class customer experience. You will manage complex enquiries, resolve issues with autonomy, and uphold the high standards of service that define our brand.

Key Responsibilities

Customer Support & Issue Resolution

Manage customer enquiries, feedback, and complaints through to full resolution with sound judgment and minimal supervision.

Handle complex or sensitive customer cases, ensuring that every interaction reflects the company's values of luxury, heritage, and personalized service.

Provide knowledgeable, reassuring guidance to customers both before and after their trip.

Respond promptly to all inbound enquiries across communication channels (phone, email, website), ensuring that follow-ups are always completed on time.

Identify the root causes of recurring issues and provide recommendations to management for service improvements.

Orders, Billing & Operations

Provide customers with billing information, payment guidance, and support to ensure invoices are settled on time.

Process and manage customer reservations, modifications, cancellations, and special requests within company guidelines.

Communicate pricing, availability, and product details clearly and accurately.

Maintain and update daily customer service logs, operational reports, CRM entries, and service dashboards with exceptional attention to detail.

Cross-Functional Collaboration

Collaborate with internal departments (Sales, Operations, Product, Finance, and Marketing) to ensure seamless service delivery and fast resolution of customer issues.

Escalate technical or system-related issues appropriately and assist in troubleshooting where possible.

Serve as a brand ambassador by cultivating trust, loyalty, and long-term relationships with customers.

Service Excellence

Uphold the highest standards of hospitality and customer care, ensuring all interactions are warm, polished, and solution-oriented.

Monitor service trends, traveller feedback, and operational challenges and suggest enhancements to processes or customer experience.

Support initiatives to improve service quality, customer satisfaction, and retention.

Participate in product training, service workshops, and ongoing professional development to maintain expert knowledge of our tours, destinations, and luxury standards.

Minimum Requirements & Qualifications

Experience & Skills

Minimum of 1 year of customer service experience, preferably in travel, tourism, hospitality, or the luxury service sector.

Proficiency in Microsoft Office (Outlook, Excel, Word) and comfort navigating CRM systems or booking platforms.

Exceptional written and verbal communication skills in English with the ability to express information clearly, empathetically, and professionally.

Strong problem-solving skills with the ability to make sound decisions under pressure.

Proven ability to manage multiple priorities, deadlines, and customer demands simultaneously.

Highly motivated, enthusiastic, and able to work independently while also contributing positively to the team.

Attributes & Behaviors

Impeccable attention to detail, accuracy, and organizational discipline.

Excellent judgment, tact, and diplomacy when dealing with travellers, partners, and colleagues.

High emotional intelligence with the ability to remain calm and composed in demanding situations.

Commitment to acting as a role model for the brand's service quality and values along with internal leading by example.

Experience within the luxury travel, heritage tourism, or premium hospitality industry is a significant advantage.

Additional advantages:

Advantage: Familiarity with international travel logistics, visas, insurance, and itinerary planning.

Advantage: Ability to communicate in one or many international languages beyond English.

Advantage: Experience working with high-net-worth or VIP clientele.