Job Description:

We are looking for a passionate and customer-oriented Customer Service Officer who will be the first point of contact for our clients. This role is not only about delivering excellent customer service before, during, and after their travel experience, it also requires a strong sales mindset to promote our travel packages, upsell products, and help customers customize their ideal journeys. You will handle inquiries, manage bookings, resolve issues, and ensure smooth travel operations while building long-term customer relationships.

Job Responsibilities:
1. Customer Enquiries & Sales

• Respond promptly to phone calls, emails, live chats, social media, and in-person queries.
• Provide accurate information on travel packages, itineraries, transport schedules, visa requirements, insurance, and special requests.
• Recommend and sell suitable travel products, customizing packages to meet customer needs.
• Actively promote seasonal promotions, loyalty programs, and upselling opportunities.

2. After-Sales Service

• Monitor bookings to ensure timely confirmations and ticket issuance.
• Follow up with customers before departure to ensure readiness.
• Address and resolve post-travel feedback or complaints professionally.

3. Operations Coordination

• Liaise with tour leaders, guides, transport providers, and hotels for smooth service delivery.
• Support operational teams in handling travel documents and logistics.
• Ensure travel itineraries are up-to-date and accurate.

4. Customer Relationship Management

• Build and maintain strong relationships with repeat customers.
• Develop strategies to enhance customer satisfaction and loyalty.

5. Administrative Duties

• Maintain accurate customer records and booking details in the system.
• Prepare daily/weekly reports on inquiries, sales, and service issues.

Job Requirements:

• Minimum GCE ‘O’ Level / Diploma or equivalent qualification or equivalent work experience.
• Strong communication and interpersonal skills.
• Proven ability or interest in sales and achieving targets.
• Customer-focused, proactive, and able to work under pressure.
• Proficient in Microsoft Office and comfortable with booking systems.
• Must be able to work on shift, weekends and public holidays.
• 1–2 years of experience in the travel industry will have an advantage