Customer Services Representative

Location: Islamabad, onsite

Company: Tripshepherd

Job Type: Full-Time

Timings : 6AM to PM EST ( Including Saturday Sunday Full Time - 5 days a week)

About Us:

Tripshepherd is a leading tour company dedicated to providing unforgettable travel experiences. We pride ourselves on exceptional customer service and curated travel experiences that create lasting memories. Our mission is to ensure seamless and stress-free travel for our customers while offering them opportunities to enhance their journey through personalized service and tailored recommendations. We are looking for a dedicated and experienced Customer Service & Sales Representative to join our team and ensure a seamless booking process for our valued customers.

Job Overview:

We are seeking a highly motivated and customer-oriented individual to handle incoming bookings across all platforms and proactively reach out to customers to confirm order details, gather missing information, and enhance their experience through upselling opportunities. The ideal candidate will have previous call center experience, preferably supporting North American customers, and a strong background in sales. They should be comfortable handling multiple tasks simultaneously, working in a fast-paced environment, and maintaining a high level of professionalism and enthusiasm when engaging with customers.

Key Responsibilities:

• Order Confirmation & Follow-up: Promptly contact customers after they place an order to confirm booking details, pickup locations, and any other necessary information to ensure accuracy and avoid last-minute issues.
• Customer Information Management: Proactively gather missing information such as pickup locations, phone numbers, emails, and other essential details, ensuring that all required fields are completed in the booking system.
• Customer Engagement & Relationship Building: Engage with customers in a professional and friendly manner, answering any questions they may have about their booking and providing guidance to enhance their travel experience.
• Upselling & Revenue Growth: Identify and leverage opportunities to upsell additional services and tours, including:
• Offering the last remaining seats on a tour to make it fully private for the customer’s group, ensuring an exclusive experience.
• Providing discounts on additional tours or experiences that complement their itinerary, encouraging repeat bookings and increasing revenue.
• Recommending premium services such as private transfers, customized excursions, or upgraded packages tailored to the customer’s preferences.
• Issue Resolution & Problem Solving: Address any booking-related concerns, resolve customer issues efficiently, and escalate complex cases to the appropriate team members when necessary.
• CRM & Data Management: Maintain accurate and up-to-date records of customer interactions, booking details, and upselling efforts within the company's CRM system.
• Collaboration & Process Improvement: Work closely with the internal team to streamline the booking confirmation process, identify potential improvements, and enhance customer service strategies.
• Performance Monitoring & Goal Achievement: Meet and exceed performance metrics related to customer satisfaction, accuracy in booking confirmations, and sales targets.

Qualifications & Requirements:

• Minimum 3,4 years of experience in a call center/customer service role, preferably handling North American customers in a sales-driven environment.
• Proven experience in sales and upselling, with a track record of achieving or exceeding revenue targets.
• Exceptional verbal and written communication skills in English, with the ability to engage customers effectively and professionally.
• Strong attention to detail and problem-solving abilities to ensure a seamless customer experience.
• Ability to multitask, prioritize responsibilities, and work efficiently in a fast-paced and dynamic environment.
• Proficiency in CRM systems, booking platforms, and other customer service tools.
• Reliable internet connection, high-quality headset, and a quiet workspace for remote work.
• Passion for travel and a customer-centric mindset that aligns with Tripshepherd’s mission and values.

Job Type: Full-time

Work Location: In person