Customer Services Representative

Job Summary
Tripshepherd, a leading tour company headquartered in Islamabad, is looking for a dedicated Customer Service & Sales Representative to join their onsite team. This full-time role operates from 6 AM to 6 PM EST, five days a week, including weekends. The company prides itself on delivering exceptional travel experiences through personalized service and smooth booking processes. The successful candidate will be instrumental in managing customer bookings, confirming details, and enhancing the overall travel journey by maintaining proactive communication and leveraging upselling opportunities.

Key Responsibilities
The primary responsibility of this role is to ensure a seamless booking experience for customers. This includes promptly contacting customers after their bookings to confirm essential details such as pickup locations, thereby avoiding any last-minute issues. The representative will also actively collect any missing customer information, including contact details and booking specifics, ensuring the booking system is always up to date and accurate.

Building strong customer relationships is vital. The representative will provide professional, friendly support by addressing inquiries and offering helpful guidance to improve the travel experience. Additionally, the role involves identifying upselling opportunities to boost revenue. This could mean offering last remaining seats to create private tours, suggesting discounts on additional tours, or recommending premium services such as private transfers or customized excursions tailored to individual preferences.

Efficient problem-solving is key, as the representative will resolve booking-related issues quickly and escalate complex matters to the relevant teams when necessary. Maintaining detailed records of all customer interactions, bookings, and upselling activities within the company’s CRM system is essential for tracking performance and ensuring consistency.

Collaboration with internal teams is also important to continuously refine the booking confirmation process and enhance overall customer service strategies. The representative is expected to consistently meet or exceed targets related to customer satisfaction, booking accuracy, and sales performance.

Required Qualifications
Candidates should have 3 to 4 years of experience in a call center or customer service environment, preferably supporting North American customers in a sales-driven setting. A proven track record in sales and upselling, with the ability to meet or exceed revenue goals, is essential.

Excellent verbal and written communication skills in English are required to engage customers professionally and effectively. Attention to detail and strong problem-solving abilities are necessary to ensure a smooth and positive customer experience.

The role demands the ability to multitask, prioritize, and work efficiently in a fast-paced, dynamic environment. Proficiency with CRM systems, booking platforms, and customer service tools is expected. Candidates must have a reliable internet connection, a high-quality headset, and a quiet workspace suitable for onsite work.

A passion for travel and a customer-focused mindset aligned with Tripshepherd’s mission and values will help the candidate thrive in this role.

Preferred Qualifications and Benefits
While not explicitly stated, candidates who demonstrate enthusiasm for the travel industry and a proactive approach to customer engagement will be highly valued. This position offers the opportunity to contribute meaningfully to a premier travel company’s success by delivering outstanding customer service and driving sales growth.

The role is based onsite in Islamabad and requires full-time commitment during the specified EST hours. This is an exciting chance to join a dynamic team dedicated to creating memorable travel experiences for clients worldwide.