Job Description

Contract:

Permanent (6 month temporary contract can be considered)

Work Authorisation:

Must be eligible to work full time in the UK

Role Overview

We're looking for someone to support our frontline customer communication. You'll handle incoming calls, emails, and chat enquiries from passengers who want information about our tours, need help choosing the right itinerary, or are ready to book.

Your focus is customers: answering queries clearly, managing a busy shared mailbox, processing bookings, and supporting passengers from first enquiry through to confirmation.

You'll need exceptional written English, strong organisational skills, and confidence working in a high-volume, fast-moving environment.

Key Responsibilities

Customer Enquiries & Frontline Support

Respond to incoming calls, emails, and chat messages quickly and confidently. Understand passenger needs and guide them towards the right tour options. Explain itineraries, inclusions, pickup points, visa basics, and general travel information. Provide accurate and reassuring support at every stage of the customer journey.

Sales & Bookings

Take bookings using internal systems and ensure all details are entered correctly. Process payments, amendments, and confirmations. Follow up on pending enquiries and chase outstanding payments when required. Share brochures, paperwork, and relevant travel information with customers.

Email & Mailbox Management

Manage a large shared mailbox with a high standard of organisation. Prioritise urgent queries and keep responses within agreed timeframes. Keep records, booking notes, and communication histories accurate and up to date.

General Support

Handle straightforward refund or complaint queries by following company guidelines. Flag complex customer issues to senior team members. Maintain a calm, professional tone even during busy periods. Deliver consistent, high-quality customer service that reflects our brand.

What We're Looking For

Excellent written and spoken English. Experience managing large or busy mailboxes. Strong organisational skills and the ability to multitask. Confident communicator with a customer-first mindset. Experience in sales or customer service (travel industry experience is a bonus). Willing to work shift patterns including weekends. Basic understanding of at least one Indian language due to our customer base.

Job Types Available

Full-time (40 hours) Part-time (20 hours) Temporary (4 - 8 months) Permanent

Schedule

8-hour shifts
Early morning or late night shifts
Weekend availability required

Job Types: Full-time, Part-time

Pay: 12.21-13.45 per hour

Expected hours: 35 per week

Experience:

Customer support: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person