Account Executive - Singapore

Railbookers Group; Singapore; Remote; SGD 47.000 - 71.000; Vollzeit

Zusammenfassung

Railbookers Group is seeking a motivated, customer-focused sales professional to join our remote contact center in Singapore. You will convert inquiries into bookings, design customized rail itineraries, and support existing reservations with a focus on exceptional service and revenue growth.

You will work from home in Singapore, leveraging CRM and MS Office tools to document interactions, meet targets, and collaborate with teams and partners to ensure seamless travel experiences.

Qualifikationen

• 2+ years in a high-volume contact center or travel sales.
• Excellent verbal and written communication in English.
• English proficiency; second Asian language desirable.
• Strong active listening and problem solving.
• Proficient in CRM and MS Office.

Aufgaben

• Convert inquiries into bookings and follow up to nurture leads.
• Qualify travel goals to design customized itineraries.
• Present pricing, upsell, and promotions.
• Support existing reservations including changes and cancellations.
• Resolve service issues with empathy and aim for first-contact resolution.
• Communicate itinerary changes and offer alternatives.
• Collaborate with internal teams and partners to ensure smooth bookings.
• Process payments, billing inquiries, and refunds accurately.
• Document all interactions in the CRM.
• Maintain product knowledge through ongoing training.
• Meet or exceed sales, service, and performance targets.
• Identify opportunities to enhance guest experience.

Kenntnisse

Sales skills

Customer service

CRM software

Verbal communication

Written communication

Active listening

Problem solving

Organization

Teamwork

Remote work

Ausbildung

High school diploma or equivalent

Hospitality/Travel degree or certs

Tools

CRM software

Microsoft Office

Jobbeschreibung

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.

RESPONSIBILITIES

• 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.