Senior Customer Service Representative (Remote)

A senior customer service representative, or CSR, will act as a liaison, provide tours information and resolve any emerging problems that our customers might face with accuracy and efficiency.

A Customer service representative should also be able to help in acquisition and revenue growth targets by converting email and phone leads to bookings. The position will be responsible for ensuring that all leads are responded to in a timely manner and that the conversion rate/targets set by the Inside Sales Manager are achieved. 

Please only apply for this position if you can work Vancouver, BC, Canada time zone (PST).

Duties and Responsibilities

Under the supervision of the Manager, the duties and responsibilities of the Customer service representative, but are not limited to, the following:

• Manage incoming calls & online chats
• Identify and assess clients needs to achieve satisfaction
• Help clients select the right tour based on their needs and specific requirements;
• Answer clients’ questions about prices, availability, and tours;
• Achieve growth and hit sales targets by successfully converting leads on a weekly, monthly, and yearly basis;
• Respond to all phone and email leads on a daily basis whether with a quote or an email advising that it is being worked on;
• Review all open leads on a weekly basis and diligently perform follow-ups;
• Build and promote strong, long-lasting client relationships by responding in a timely manner to the clients’ questions and understanding their needs;
• Contribute to the Sales team targets accomplishing organizational goals;
• Maintain awareness of new products and promotions;
• Follow set procedures and systems for Phone, Email communication with clients, suppliers, and other staff at Indus Travels;
• Ensure all data is entered as per standards in CRM and all leads are followed up in a timely manner;
• Review all client feedback and act on it, involving the Inside Sales Manager where necessary;

Minimum Requirements         

·      Strong communication skills (both written and verbal);

·      Proficient in using MS Office (Microsoft Excel, Word, and Outlook);

·      Strong problem-solving skills;

·      Ability to work under minimal supervision;

• Self-directed and self-motivated;

·      Superior organization and planning skills; and

·      Ability to manage multiple projects and priorities.

What we offer:

• Remote position – work from home, excellent remuneration package with above industry average base salary and incentive plan, destination training, fantastic familiarization benefits and travel discounts comprehensive benefits package excellent career advancement and a no-pressure relaxed work environment.