Role Overview

• The Customer Service Representative (CSR) serves as the first point of contact for guests, ensuring smooth arrival and departure experiences while maintaining exceptional service standards. This role involves assisting clients throughout their journey, coordinating with internal departments, and supporting operational efficiency to enhance overall guest satisfaction.

Key Responsibilities

• Meet and assist clients at designated locations, including airports, SGR terminals, and hotels.
• Conduct guest briefings and provide accurate information regarding itineraries, accommodation, and travel arrangements.
• Assist clients with documentation, tickets, and travel materials before arrival and during their stay.
• Address guest concerns, lost luggage incidents, and operational challenges promptly and professionally.
• Maintain daily operational reports and updates regarding arrivals, departures, incidents, and guest feedback.
• Be available and respond to duty throughout assigned shifts, including during irregular hours.
• Support the Resident Manager in ensuring departmental smoothness and efficiency.
• Build strong working relationships with hotels, airlines, suppliers, and internal teams, and be hands-on with relevant changes or developments in partner hotels or airport procedures to apprise the supervisor accordingly.
• Support the operations team in delivering seamless guest experiences throughout the travel journey.

Minimum Requirements

• Diploma in Tour Operations, Hospitality, or Customer Care.
• Fluency in English plus German & Italian combination or French/German combination language proficiency is mandatory.
• Minimum 2 years’ experience in customer service within the tourism or hospitality industry.
• Strong communication, problem-solving, and interpersonal skills.
• High attention to detail and strong organizational ability.
• Computer literacy with knowledge of Excel and Tourplan is an added advantage.
• Flexibility to work shifts and irregular hours when required.