Account Executive - Singapore

Railbookers Group; Santo Niño 1st; Remote; PHP 2,061,000 - 3,238,000; Full time

Job summary

Railbookers Group, a leading rail vacation specialist, seeks a motivated customer-focused professional for a remote contact center role from Singapore. You will convert inquiries into bookings, nurture leads, and drive repeat business while delivering exceptional service.

Qualify travel goals, present pricing, upsell promotions, and support existing reservations with accuracy. Strong English, CRM experience, and travel knowledge are valued.

Qualifications

• Minimum of 2 years in a high-volume customer service contact center.
• Exceptional verbal and written communication with professional telephone manners.
• English proficiency; second Asian language is desirable.
• Experience with CRM and travel-related bookings preferred.

Responsibilities

• Convert inquiries into bookings and conduct timely outbound follow-up to nurture leads.
• Qualify traveler needs to design customized rail itineraries.
• Present pricing, upsell opportunities, and promotions to maximize revenue.
• Support existing reservations, including changes, cancellations, and special requests.
• Troubleshoot booking/ticketing issues with empathy, aiming for first-contact resolution.
• Communicate itinerary changes proactively and offer alternatives.
• Collaborate with internal teams and partners to ensure smooth travel processes.
• Process payments and refunds, and manage billing inquiries.
• Document all interactions and sales activity in the CRM.
• Maintain knowledge of products, routes, destinations, and amenities through training.
• Meet or exceed sales, service, and performance targets.
• Identify guest-experience improvements and share feedback.
• Demonstrate organization, adaptability, and teamwork in a fast-paced environment.

Skills

Customer focus

Active listening

Written communications

Problem solving

Organizational skills

Sales and upselling

CRM proficiency

Education

High school diploma

Bachelor's degree (plus)

Tools

CRM software

Microsoft Office

Job description

ABOUT US
Join the leading independent rail vacation provider in North America and beyond! Railbookers Group, home to both Railbookers and Amtrak Vacations, is passionate about delivering unforgettable train travel experiences. We take pride in crafting seamless, personalized itineraries for our guests and travel advisors, offering the largest selection of independent rail vacations worldwide.
POSITION PURPOSE
We are seeking a motivated and customer-focused professional to join our dynamic contact center team. This role combines expert sales skills with exceptional service, focusing on building lasting relationships, selling customized rail holiday packages, supporting existing reservations, and ensuring a seamless, memorable travel experience. The ideal candidate thrives in a fast-paced environment, communicates with ease, and excels at both closing sales and delivering outstanding customer care.

Convert inbound calls, emails, and web inquiries into bookings, and conduct timely outbound follow-up to nurture leads, close sales, and drive repeat business.

Qualify customer needs by understanding travel goals, preferences, and budgets to design compelling, customized rail holiday itineraries.

Present pricing, upsell opportunities, and limited-time promotions to maximize revenue.

Provide exceptional support for existing reservations, including itinerary changes, cancellations, special requests, and in-travel assistance, ensuring accuracy and adherence to company policies.

Troubleshoot and resolve a variety of service issues (e.g., booking discrepancies, ticketing, payment concerns) with empathy and professionalism, aiming for first-contact resolution.

Proactively communicate potential itinerary changes or disruptions and offer suitable alternatives.

Collaborate effectively with internal teams and external partners to ensure seamless booking, travel, and resolution processes.

Process payments, manage billing inquiries, and issue refunds accurately.

Accurately document all customer interactions, sales activities, and updates in the CRM system.

Maintain expert knowledge of products, train routes, destinations, and amenities through ongoing training and engagement in team performance initiatives.

Consistently meet or exceed sales, service, and performance targets.

Identify opportunities to enhance the guest experience and share feedback for continuous improvement.

Demonstrate strong organizational skills, adaptability, and a positive, team-oriented mindset in a fast-paced, evolving environment.

CORE COMPETENCIES

Customer Focus: Acts with the customer in mind, building trust and using feedback to improve service and experience.

Functional/Technical Skills: Applies strong technical knowledge and expertise to consistently perform at a high level.

Interpersonal Savvy: Builds effective, respectful relationships across all levels using empathy, tact, and diplomacy.

Drive for Results: Delivers strong outcomes by consistently exceeding goals and pushing for high performance.

Written Communications: Communicates clearly and effectively through written messages tailored to the audience and purpose.

Qualifications

Minimum of 2 years of experience in a high-volume customer service contact center environment, preferably within the travel, hospitality, or transportation industries.

Exceptional verbal and written communication skills with a clear, concise, and professional telephone manner.

Proficiency in English is required; fluency in a second Asian language is highly desirable.

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

Proven problem-solving abilities and a resourceful mindset to find effective solutions.

Excellent organizational skills and attention to detail, especially when managing multiple tasks and complex itineraries.

Proficiency with CRM software and Microsoft Office Suite (Outlook, Word, Excel).

Ability to work independently as well as collaboratively in a team-oriented, remote environment.

Comfortable working in a fast-paced and dynamic environment, adapting to changing priorities.

A genuine passion for travel and a desire to create unforgettable experiences for guests.

Flexibility to work varied shifts, which may include evenings, weekends, and holidays, as required by business needs.

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

Remote - Work from home Location Requirement: While this position is remote, candidates must be permanently located and authorized to work in Singapore.
We are unable to consider applicants who reside outside of this location.