Customer Services Representative (Inbound & Outbound)

Location: F-10/4 Islamabad (On-site)

Schedule: 9 hour Fixed hours 3 AM to 11 AM PKT (Aligned with Canadian Eastern Standard Time – EST).

Working Days: 5 days (Saturday and Sunday mandatory)

Department: Customer Care

Job Overview:

We are seeking a highly motivated and customer-oriented individual to handle incoming bookings across all platforms and proactively reach out to customers to confirm order details, gather missing information, and enhance their experience through upselling opportunities. This role also includes responsibility for post-tour follow-ups, conducting brief surveys with guests to collect valuable insights that will help us continuously improve our services.

The ideal candidate will have previous call center experience, preferably supporting North American customers, and a strong background in sales. They should be comfortable handling multiple tasks simultaneously, working in a fast-paced environment, and maintaining a high level of professionalism and enthusiasm when engaging with customers.

Key Responsibilities:

• Real-Time Booking Monitoring: Monitor new bookings as they come in and follow up promptly to collect any missing details required for assigning a tour guide (email, phone number, or pickup location).
• Order Confirmation & Follow-up: Contact customers after they place an order to confirm booking details and avoid last-minute issues.
• Customer Information Management: Ensure all essential fields are completed in the booking system for seamless operations.
• Customer Engagement: Engage with customers professionally, answer questions, and provide guidance to enrich their travel experience.
• Upselling & Revenue Growth:
• Offer the last remaining seats on a tour to convert it into a private experience.
• Recommend add-on tours or services that complement existing bookings.
• Suggest premium upgrades such as private transfers or customized excursions.
• Post-Tour Follow-ups: Call guests after their tour using a prepared script to conduct a brief feedback survey. These calls will be recorded and used for market research and service improvement.
• Customer Insight Collection: Use post-tour calls to gather actionable feedback aimed at improving the guest experience and overall tour quality.
• Issue Resolution: Address booking-related concerns and escalate complex issues when necessary.
• CRM & Data Entry: Maintain accurate records of all customer interactions and booking updates.
• Team Collaboration: Work closely with internal departments to streamline processes and improve customer service workflows.
• Performance Metrics: Meet or exceed targets for customer satisfaction, booking accuracy, upselling, and post-tour engagement quality.

Qualifications & Requirements:

• 3–4 years of experience in a call center or customer service role, preferably dealing with North American clientele in a sales-oriented environment.
• Proven upselling skills with a track record of meeting revenue goals.
• Fluent in spoken and written English with excellent communication and rapport-building abilities.
• Strong organizational skills with attention to detail and the ability to problem-solve quickly.
• Able to manage multiple priorities efficiently in a fast-paced setting.
• Proficient in CRM systems and booking platforms.
• Reliable internet connection, quality headset, and quiet work environment for communication.
• Passion for travel and a customer-first mindset that aligns with See Sight Tours’ commitment to excellence.