Job Description

About the Role n

We are seeking a Customer Service Specialist to support travelers throughout their planning and booking experience. In this role, you will assist clients with inquiries, provide accurate information, manage updates to travel arrangements, and ensure each traveler feels confident and cared for from start to finish.

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At HBTravels Agency USA, we are committed to providing dependable, high-quality service to clients nationwide.

Key Responsibilities n

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- Respond to customer inquiries via email, phone, and messaging platforms in a timely, professional manner.
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- Assist clients with booking questions, modifications, cancellations, and special travel requests.
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- Provide clear, accurate information on destinations, travel documentation, and agency processes.
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- Track and update customer details to ensure accuracy and smooth communication.
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- Follow up before and after travel to confirm details and gather feedback.
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- Handle client concerns with patience, empathy, and strong problem‑solving skills.
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Advantages nn
- Fully remote flexibility – work from anywhere with a schedule that fits your lifestyle.
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- Travel perks, discounted rates, and industry‑only benefits.
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- Training and support to help you grow in the travel and customer care field.
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- A team-oriented, motivated team environment committed to exceptional service.
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What We’re Looking For nn
- Strong verbal and written communication skills.
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- Experience in customer service – experience in travel, hospitality, or tourism is a plus.
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- High attention to detail and solid organizational habits.
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- Ability to learn new tools, software, and systems quickly.
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- A friendly, patient, and service‑oriented attitude.
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Job Responsibilities nn
- Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed.
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- Resolve complaints and customer problems in an efficient and friendly manner with the primary goal of satisfying their needs and continuing to earn their business.
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- Perform basic billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges.
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- Provide customers with status reports on shipments, and help to package and ship products as needed.
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- Update customer databases, including contact details, past complaints and resolutions, billing information, and auto‑shipment enrolment.
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- Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times.
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- Analyse and set personal and departmental performance goals designed to improve customer satisfaction.



Assist management in coming up with attractive incentives and rewards for superior performance.
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- Participate in weekly interdepartmental meetings and prepare to report on any customer issues that came up during the week and how they were resolved.
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Job Skills & Qualifications Required nn
- High school certificate or equivalent
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- Ability to comfortably sit for long periods of time
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- Positive Computer and Typing Skills
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- Comfortable desk and positive Internet connection
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- Strong interpersonal skills
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Preferred nn
- Ability to resolve conflict and de‑escalate tense situations
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Job Type n

Casual/Part time initially moving towards full time hours sometime later January to February 2024. Full training is provided.

Shifts n

Scheduled between 8.30am – 5pm

Hourly rate n

$29.40 including loading

Requirements n

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- Excellent attention to detail (A MUST)
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- Good, clear speaking voice with no accent
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- Demonstrated ability to work without immediate supervision and as part of small diverse team, following written or verbal directions
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- Sound computer processing skills. Must know MS Outlook, Excel and Word.
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- Decent typing speed (At least 40 wpm)
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- Demonstrated speed, efficiency and accuracy of data processing.
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- Administrative experience is also highly desirable.
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- Ability to work 5 days a week
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Expected Start Date n

21st December for a single training shift, then 3 shifts the week after Christmas and continuing to expand in hours in the new year until close to or full time hours of 37.5 per week.

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