Sales & Service - Account Executive - Asia - #1160937

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.


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.

• Support in-market sales activities, including expos, trade shows, consumer events, travel advisor events, and other promotional initiatives as needed.

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

• Fluency in English and Mandarin is required; proficiency in additional Asian languages is a plus.

• Previous customer service experience is required, preferably within travel, hospitality, transportation, reservations, or a sales/service environment. Contact center experience is a plus but not required.

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

• 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.