Customer Services Executive

Role Overview

As a Customer Services Executive, you will support cruise clients and liaise with a wide range of suppliers to manage bookings, amendments, and client requests. Your role is key in ensuring a smooth, accurate, and high-quality customer experience throughout the customer journey.

Key Responsibilities

• Managing daily client communications via phone and email
• Handling amendments across flights, transfers, hotels, and cruise bookings
• Reviewing all documentation to ensure accuracy and completeness
• Supporting the Customer Care Manager and Sales Manager with day-to-day activities
• Driving customer satisfaction through proactive service and problem-solving
• Gathering and utilizing customer feedback to improve service delivery
• Collaborating with Sales, Operations, and Marketing teams to enhance the overall customer experience
• Assisting with website updates and administrative tasks, including billing and document management

Key Requirements

• Fluent English (essential): Exceptional written and verbal communication skills are required, with a strong ability to engage professionally with clients
• Proven customer service experience (essential): Previous experience in a customer-facing role is a must
• Strong initiative: Ability to work independently, take ownership of tasks, and proactively identify solutions
• Quick thinking: Comfortable working in a fast-paced environment and able to think on your feet when handling client requests or issues
• High attention to detail and organisational skills

Hours of Work

The standard working week consists of 40 hours. Shifts will start between 7:00 AM and 8:00 AM Pacific Time, with all work completed by 6:00 PM Pacific Time.

Location

This is a remote, work-from-home position. Occasional, pre-approved travel may be required.

Quality of Work

You are expected to perform your duties efficiently and professionally, in line with company policies, procedures, and quality standards.