Customer Services Representative

See Sight Tours, a well-established tour company specializing in small-group travel experiences across North America, is seeking a motivated Customer Service & Sales Representative to join their onsite team in Islamabad. This full-time position is ideal for someone who thrives in a fast-paced, guest-oriented environment and is passionate about delivering exceptional service while actively contributing to sales growth. The role involves managing the entire customer journey—from booking confirmation through to post-tour follow-ups—ensuring a smooth and memorable experience for every guest. Strong communication skills, attention to detail, and a proactive approach to customer engagement are essential to succeed in this role.

Key Responsibilities

- Monitor incoming bookings in real-time and promptly follow up to obtain any missing information required for tour guide assignments, such as email addresses, phone numbers, or pickup locations.
- Confirm booking details with customers after orders are placed to avoid last-minute issues and ensure accuracy.
- Maintain comprehensive and accurate customer data within the booking system to support seamless operations.
- Respond professionally to customer inquiries, providing guidance and support to enhance their travel experience.
- Drive revenue by upselling remaining seats to create private tours, recommending additional tours or services, and suggesting premium upgrades like private transfers or customized excursions.
- Conduct post-tour follow-up calls using a scripted format to collect guest feedback through brief surveys; these calls will be recorded for market research and continuous service improvement.
- Gather actionable insights from post-tour interactions to help improve overall tour quality and guest satisfaction.
- Address and resolve booking-related issues promptly, escalating complex problems when necessary to ensure timely resolution.
- Keep accurate records of all customer interactions and booking updates within the CRM system.
- Collaborate closely with internal teams to optimize processes and enhance customer service workflows.
- Consistently meet or exceed performance targets related to customer satisfaction, booking accuracy, upselling success, and quality of post-tour engagement.

Required Qualifications

- 3 to 4 years of experience in a call center or customer service role, preferably supporting North American customers in a sales-driven environment.
- Proven upselling skills with a track record of meeting or exceeding revenue goals.
- Fluent spoken and written English with excellent communication and interpersonal skills.
- Strong organizational abilities, attention to detail, and effective problem-solving skills.
- Ability to manage multiple priorities efficiently in a dynamic, fast-paced setting.
- Proficiency with CRM systems and booking platforms.
- Reliable internet connection, quality headset, and a quiet workspace conducive to professional communication.
- A genuine passion for travel and a customer-first mindset aligned with See Sight Tours’ commitment to exceptional service.

This role offers the opportunity to join a passionate team dedicated to creating unforgettable travel experiences while developing valuable customer service and sales expertise within the tourism industry. The position is based onsite in Islamabad and requires full-time availability.