Job Description
The Travel Services Representative is responsible for providing exceptional customer support to travelers by assisting with reservations, itinerary changes, cancellations, ticketing, travel policies, and general travel-related inquiries. This role ensures a seamless customer experience by delivering accurate information, resolving issues efficiently, and maintaining high service standards across all customer interactions.
Responsibilities
- Assist customers with travel reservations, booking modifications, cancellations, and itinerary updates via phone, chat, or email.
- Provide accurate information regarding travel schedules, fares, baggage policies, travel requirements, and available services.
- Resolve customer inquiries and service issues promptly while ensuring a positive and professional customer experience.
- Process ticket changes, refunds, travel credits, and other service requests in accordance with company policies.
- Support customers with travel disruptions, including schedule changes, delays, and rebooking options.
- Accurately document customer interactions and update reservation records using booking and CRM systems.
- Educate customers on travel products, services, promotions, and self-service tools.
- Coordinate with internal teams and travel partners to resolve complex customer concerns.
- Ensure compliance with company procedures, travel regulations, and data privacy standards.
- Meet established performance metrics, including customer satisfaction (CSAT), quality assurance, productivity, and first-contact resolution.
- Build customer loyalty by delivering personalized, courteous, and solution-oriented service throughout every interaction.
