Service Specialist

About the role

The Service Specialist delivers high‑quality customer service to guests in a fast‑paced call‑center environment, handling both inbound and outbound interactions while ensuring accurate booking and profile support.

Key responsibilities

• Handle inbound service calls from guests and prospective passengers.
• Identify caller needs and resolve issues to achieve high customer satisfaction.
• Make outbound calls to provide additional information as needed.
• Provide technical assistance related to itineraries, payments and booking profiles.
• Maintain individual service quality goals and adhere to call‑center metrics.
• Update and manage customer records in the CRM tool.

Required profile

• Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field.
• At least 1 year of call‑center experience.
• Strong customer‑service, problem‑solving and time‑management abilities.
• Excellent verbal and written communication skills in English.
• Ability to deliver first‑call resolution and build strong client relationships.
• Willingness to work scheduled shifts aligned with international time zones, including weekends and public holidays.

Required skills

• Proficiency with Microsoft Office applications (Excel, Outlook, Word).
• Experience using CRM tools for customer record management.
• Familiarity with web‑conferencing platforms such as Zoom and Microsoft Teams.