Reservations & Customer Support Coordinator

7 days ago

Bengaluru Karnataka, India Europe Express Full time

We’re looking for a proactive **Reservations & Customer Support Coordinator** to join our **Customer Service Operations team** within the **USTO business** at our **Bangalore office**. In this role, you’ll be responsible for **processing reservations after conversion** and **managing tasks through various supplier portals**. You’ll efficiently handle a **high volume of reservations** while providing **on-the-ground customer support** through the **Emergency (EM) line**, helping to resolve any issues that may arise during travel. Additionally, you’ll collaborate with and provide support to other teams as needed, ensuring a seamless customer experience end-to-end.

Europe Express is part of Travelopia, which is headquartered in the UK and is one of the world’s leading specialist travel groups providing customers with unique travel experiences. This includes travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and sporting based school trips, corporate hospitality and sporting event fan travel.

**What We Offer**:

- Competitive salary
- Bonus scheme
- Flexible working hours and a hybrid working model
- Extraordinary opportunities for learning, working with global teams
- Career progression potential

**What You’ll Do**:

- Manage Bookings & Customer Support: Handle reservations and related tasks through supplier platforms, providing timely assistance via the Emergency (EM) line.
- Process Reservations Accurately: Lead post-conversion bookings with precision, ensuring error-free data entry and smooth customer experiences.
- Deliver Excellent Customer Service: Offer insightful, professional support during time-sensitive or high-stress situations, aiming for quick and effective resolutions.
- Coordinate with Suppliers: Communicate proactively to confirm availability, resolve issues, and handle booking adjustments.
- Resolve Customer Concerns: Investigate and resolve issues promptly, bringing up sophisticated cases when needed.
- Collaborate Across Teams: Support operations, customer care, and sales teams, chipping in to continuous improvement.
- Maintain Records & Follow SOPs: Keep accurate documentation and enforce to established workflows for consistency.
- Support Service Improvements: Share feedback on recurring issues to enhance systems, processes, and customer satisfaction.

**What You’ll Bring**:

- Shown experience in customer support, reservations, or a similar role—ideally within the travel, hospitality, or service industry
- Sharp attention to detail and skilled at handling a large number of reservations with precision and speed
- Ability to lead and resolve customer issues calmly and expertly
- Familiarity with reservation systems, supplier portals, or CRM tools is a strong advantage
- Proficiency in Microsoft Office and ability to learn new systems quickly
- Fluency in English; additional languages are a plus
- Willingness to work on a rotating schedule, including weekends and public holidays.
- Work hours: Monday to Sunday (5-day week), between 5:30 AM-8:30 PM with an 8-hour shift plus 1-hour lunch; includes rotational weekends/holidays and may vary based on business needs.

We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

LI-AP1

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