We are looking for a dedicated and customer-focused Customer Service Representative to join our growing team. In this role, you will be responsible for providing exceptional support to customers throughout their booking journey, ensuring a seamless experience from inquiry to post-tour follow-up.

The idóneo candidate is highly organized, an excellent communicator, and enjoys helping customers while working in a fast-paced environment. Experience in the travel, tourism, or hospitality industry is a strong advantage.

Key Responsibilities

- Monitor incoming customer emails related to next-day bookings, including: Booking cancellations, Reservation modifications and Upgrade requests
- Follow up with customers after their tours to collect feedback and encourage reviews.
- Monitor the company calendar and ensure all upcoming bookings are properly arranged.
- Manage bookings from Online Travel Agencies (OTAs) such as GetYourGuide (GYG), Viator, and Musement, ensuring all reservations are accurately entered into internal systems.
- Contact customers who abandoned the booking process to understand the reason and assist them in completing their reservation.
- Assist customers experiencing payment issues by troubleshooting failed transactions and guiding them through the payment process.




- Respond promptly and professionally to customer inquiries via: Email, live chat and phone calls.
- Provide accurate information regarding tours, packages, transfers, and other travel-related services.
- Update existing bookings, including accommodations, transportation, and additional services.
- Identify opportunities to upsell additional tours, upgrades, or travel services whenever appropriate.

Qualifications

- Excellent written and verbal English communication skills.
- Strong organizational skills with excellent attention to detail.
- Exceptional time management and ability to prioritize multiple tasks.
- Customer-focused mindset with a passion for delivering outstanding service.
- Ability to work independently while collaborating effectively with a team.
- Comfortable working in a fast-paced environment.
- Strong problem-solving skills and the ability to remain professional under pressure.
- Experience in customer service is required.
- Experience in the travel, tourism, hospitality, or booking industry is highly preferred.
- Familiarity with Online Travel Agencies (OTAs) such as GetYourGuide, Viator, or Musement is a plus.
- Experience using CRM systems, booking platforms, or customer support software is an advantage.

📌 Customer Service Representative (Travel & Tours) (Colombia)
🏢 VAME
📍 Colombia