Account Executive

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Transform incoming calls, emails, and online inquiries into bookings while conducting prompt outbound follow-ups to nurture leads, finalize sales, and encourage repeat business.

• Assess customer requirements by understanding their travel aspirations, preferences, and budgets to create engaging, tailored rail holiday itineraries.

• Present pricing options, upsell propositions, and time-sensitive promotions to optimize revenue.

• Deliver outstanding support for existing reservations, including itinerary modifications, cancellations, special requests, and in-travel assistance, ensuring precision and compliance with company policies.

• Identify and resolve a variety of service challenges (e.g., booking discrepancies, ticketing, payment issues) with empathy and professionalism, striving for resolution on the first contact.

• Actively communicate potential changes or disruptions in itineraries and suggest appropriate alternatives.

• Collaborate efficiently with internal teams and external partners to guarantee a smooth booking, travel, and resolution process.

• Process payments, handle billing queries, and issue refunds with accuracy.

• Meticulously document all customer interactions, sales activities, and updates within the CRM system.

• Maintain expert knowledge of products, train routes, destinations, and amenities through continuous training and participation in team performance initiatives.

• Consistently achieve or surpass sales, service, and performance objectives.

• Identify ways to enhance the guest experience and provide feedback for ongoing improvement.

• Exhibit strong organizational skills, adaptability, and a positive, team-focused attitude in a fast-paced, changing environment.

⛳️ Requirements

• A minimum of 2 years of experience in a high-volume customer service contact center, preferably in the travel, hospitality, or transportation sectors.

• Outstanding verbal and written communication abilities with a clear, concise, and professional telephone demeanor.

• Proficiency in English is mandatory; fluency in an additional Asian language is highly desirable.

• Strong active listening capabilities and the ability to empathize with customer needs.

• Demonstrated problem-solving skills and a resourceful approach to finding effective solutions.

• Excellent organizational skills and attention to detail, particularly when juggling multiple tasks and intricate itineraries.

• Proficient with CRM software and the Microsoft Office Suite (Outlook, Word, Excel).

• Ability to work both independently and collaboratively in a team-oriented, remote setting.

• Comfortable in a fast-paced and dynamic environment, adjusting to changing priorities.

• A genuine enthusiasm for travel and a commitment to creating memorable experiences for guests.

• Flexibility to work various shifts, including evenings, weekends, and holidays, as required by business needs.

• High school diploma or equivalent is required; a Bachelor's degree or relevant certifications in Hospitality or Travel are advantageous.

🏝️ Benefits

• Flexible work arrangements

• Professional development

• Employee discounts

• Paid time off