Customer Service & Reservation Associate Full Time NEW

Company Description:

Global Travel Organisation (GTO), founded in 2005, is a premium global travel membership and loyalty program. It offers members exclusive, guaranteed discounts on a wide range of travel services, including flights, hotels, activities, car rentals, and entertainment. Members are supported by a dedicated Personal Travel Assistant team available throughout the week. GTO is designed to provide transparent, competitive savings while helping businesses enhance customer loyalty, retention, and overall value, with no hidden fees or fine print.

Customer Service & Reservations Associate (24/7 Rotational Shifts):

As our company continues to grow, we are looking for a highly motivated Customer Service & Reservations Associate to join our fully remote team. The ideal candidate will be passionate about delivering an exceptional customer experience and will act as the first point of contact for our clients. This role requires strong communication skills, attention to detail, and the ability to manage enquiries and bookings efficiently.

This position operates 24/7 rotational shift model, and candidates must be flexible to work across different shifts as part of a structured schedule.

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Working Hours & Shift Structure:

• 24/7 rotational shifts (not fixed to night shift)

• Day Shifts (UK Time):

o Coverage from 9:00 AM to 9:30 PM

o Split into 3 rotating shifts, each 9 working hours (including 1-hour break)

• Night Shift (UK Time):

o 9:00 PM to 9:00 AM

o Fixed pattern: 4 working days / 3 days off (weekly rotation)

• New joiners will initially rotate within the day shift team to complete onboarding, training, and knowledge transfer before full rotation across all shifts

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What We Offer:

• Fully remote work environment

• Competitive salary

• Performance-based bonus of up to 30%

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Key Responsibilities:

• Handle incoming enquiries via email and chat with professionalism and accuracy

• Provide detailed information about services, packages, and availability

• Process bookings and update client records in a timely manner

• Resolve customer issues and complaints with empathy and efficiency

• Ensure a smooth customer journey from enquiry through to post-booking follow-up

• Collaborate with internal teams to meet client needs effectively

• Maintain strong product and service knowledge

• Meet individual and team KPIs (e.g., response time, customer satisfaction)

• Escalate complex issues when necessary

• Perform administrative and documentation tasks related to customer accounts

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Qualifications & Skills:

• Minimum 2 years’ experience in customer service, hospitality, or reservations

• Strong problem-solving and communication skills

• Proven track record in delivering excellent customer experience

• Excellent verbal and written English

• High attention to detail and strong organizational skills

• Experience using CRM systems and MS Office

• Ability to work under pressure in a fast-paced environment

• Flexible and adaptable to a rotational shift environment

• Team player with the ability to work independently