Customer Support Specialist at EXPEDIA TOURS LTD

EXPEDIA TOURS LTD; Birmingham; On-site; GBP 18,000 - 19,000; Full time

Job summary

EXPEDIA TOURS LTD seeks a Travel Consultant & Customer Support Specialist for an in-person, frontline role in Birmingham. You will manage flight, package, and cruise inquiries, process bookings, changes, and issues while promoting upsells and ancillary services.

Applicants should have travel-industry experience and familiarity with GDS systems. Strong English, data-entry accuracy, and customer-centric service are essential for success in this busy environment.

Qualifications

• Travel industry experience required.
• GDS knowledge (Amadeus/Sabre/Travelport) preferred.
• Strong written and spoken English.
• Excellent data entry and typing speed.
• Ability to upsell and support customers.

Responsibilities

• Handle inbound inquiries via phone, email, and web chat.
• Manage bookings, issue e-tickets, and process changes.
• Provide Tier-1 troubleshooting for accounts, tickets, and payments.
• Capture customer data and maintain CRM records.
• Identify upsell opportunities and drive ancillary revenue.
• Monitor CSAT and strive for high First Contact Resolution.

Skills

Travel experience

Customer support

Data entry

GDS knowledge

English communication

Tools

Amadeus

Sabre

Travelport

Job description

Position Overview

We are seeking a high-energy Travel Consultant & Customer Support Specialist to manage end-to-end customer interactions across our flight, holiday package, and cruise verticals. In this frontline role, you will handle reservation inquiries, process modifications and rebookings, deliver resolution management, and drive ancillary revenue through targeted upselling.

Key Responsibilities

Reservation & Booking Management Interface directly with clients via inbound telephony, email, and web chat channels to manage inquiries regarding flight itineraries, cruise sailings, and customized holiday packages. Execute bookings, issue e-tickets, issue vouchers, and process itinerary modifications, cancellations, and schedule changes in accordance with carrier and supplier rules. Deliver Tier-1 technical and operational troubleshooting for account access, booking confirmations, payment processing, and itinerary documentation. Data Integrity & CRM Administration Capture and update customer profiles, Passenger Name Records (PNR details), passport data, and special requests (dietary, seating, accessibility) within the CRM and reservation systems. Ensure strict compliance with data precision standards to minimize debit memos and ticketing discrepancies. Ancillary Sales & Revenue Generation Identify cross-selling and upselling opportunities during customer touchpoints, promoting cabin upgrades, travel insurance, seat selection, baggage allowances, shore excursions, and add-on tours. Apply consultative selling techniques to align client preferences with premium travel offerings. Operations & Service Quality Improvement Analyze customer feedback, recurring booking pain points, and contact drivers to recommend workflow optimizations to management. Maintain high First-Contact Resolution (FCR) and Customer Satisfaction (CSAT) metrics while handling difficult service recovery situations with empathy and professionalism.

Qualifications & Competencies

Experience: Prior experience in a travel agency, airline support desk, cruise line, or OTA environment preferred. Candidates with strong customer support backgrounds and a high aptitude for travel systems will also be considered. Systems & Tools(optional): Familiarity with Global Distribution Systems (GDS) such as Amadeus, Sabre, or Travelport, as well as CRM software, is a strong advantage. GDS & Ticketing Knowledge: Knowledge of fare rules, ticketing procedures, visa requirements, and maritime/flight terminology preferred. Communication: Exceptional verbal and written English communication skills, with demonstrated phone etiquette and conflict resolution abilities. Administrative Skills: High typing speed and data entry precision with strong multi-tasking abilities in a high-volume environment.

Department: Operations & Customer Experience Industry: Travel & Tourism / Online Travel Agency (OTA) Position Type: Full-time (Paid) Visa Status: Visa Sponsorship Available for Overseas Candidates Pay: £13.00-£14.00 per hour Expected hours: 5.0 per week Work Location: In person