Remote Travel Support Specialist: Bookings & Itineraries

Railbookers Group; United States; Remote; USD 39,000 - 53,000; Full time

Benefits offered by this job

Work from Home

Generous PTO

Bonus and Incentive Plans

Superannuation Contributions

Familiarization trips

Travel discounts

Fitness reimbursement

Referral bonus

Job summary

Railbookers Group is seeking a Customer Support Specialist to handle inbound inquiries for Railbookers and Amtrak Vacations from a remote Australia-based location. You will resolve bookings, changes, and billing issues while maintaining high service standards.

The role requires strong communication, problem solving, and organizational skills, with a passion for travel. Flexibility for varied shifts and a customer-first mindset are essential.

Qualifications

• Minimum 2 years in a high-volume customer service environment.
• Exceptional verbal and written communication skills.
• Strong active listening and empathy for customer needs.
• Proven problem-solving abilities and a resourceful mindset.
• Excellent organizational skills and attention to detail for managing multiple itineraries.
• Proficiency with CRM software and Microsoft Office.
• Ability to work independently as well as collaboratively in a team environment.
• Comfortable in a fast-paced, dynamic setting with changing priorities.
• Genuine passion for travel and guest satisfaction.
• Flexibility to work varied shifts, including evenings, weekends, and holidays.
• High school diploma required; hospitality/travel degree a plus.

Responsibilities

• Serve as primary contact for bookings via phone, email, and online channels.
• Assist with itinerary changes, cancellations, and special requests per policy.
• Troubleshoot booking, ticketing, payment issues, and in-travel support.
• Coordinate with Sales, Operations, Finance and external partners to resolve issues.
• Process payments, issue refunds, and handle billing inquiries.
• Communicate proactively about itinerary changes and offer alternatives.
• Document customer interactions accurately in the CRM.
• Identify guest experience improvements and provide feedback to management.
• Maintain knowledge of packages, routes, destinations, and amenities.
• Handle complaints with empathy and strive for first-contact resolution.
• Collaborate with team and adhere to SLAs; support guest experience goals.
• Demonstrate strong organization in daily tasks and adapt to growth.

Skills

Customer service

Verbal communication

Written communication

Active listening

Problem solving

Organizational skills

Team collaboration

Travel passion

Flexibility

Independent work

Education

High school diploma

Hospitality/travel degree

Tools

CRM software

Microsoft Office

Job description

Railbookers Group is seeking a Customer Support Specialist to handle inbound inquiries for Railbookers and Amtrak Vacations from a remote Australia-based location. You will resolve bookings, changes, and billing issues while maintaining high service standards.

The role requires strong communication, problem solving, and organizational skills, with a passion for travel. Flexibility for varied shifts and a customer-first mindset are essential.