Customer Support Specialist

🕒 August 29

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Railbookers Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1972

🏨 Hospitality

📦 Logistics

✈️ Travel

Hospitality • Logistics • Travel

Railbookers Group is a travel company and tour operator that designs and sells customizable rail vacations worldwide through its brands Railbookers and Amtrak Vacations. It serves both consumers and travel advisors, offering curated itineraries, accommodations, sightseeing and dining options across luxury and overnight sleeper trains, and emphasizes simplifying complex multi-country rail journeys and sustainability.

📋 Description

• Serve as the primary point of contact for customer inquiries regarding existing Railbookers and Amtrak Vacations bookings via phone, email, and online channels. • Provide support for itinerary changes, cancellations, modifications, and special requests. • Troubleshoot and resolve booking discrepancies, ticketing concerns, payment issues, and in-travel support matters. • Liaise with Sales, Operations, Finance, Amtrak, hotel suppliers, and transfer companies to resolve complex issues. • Process payments, issue refunds, and manage billing inquiries. • Communicate proactively with guests about itinerary changes or disruptions and offer alternatives. • Document customer interactions in the CRM system. • Identify opportunities to enhance the guest experience and provide feedback to management. • Maintain product knowledge of Railbookers and Amtrak Vacations packages, routes, destinations, and amenities. • Handle complaints and challenging situations professionally, aiming for first-contact resolution. • Collaborate with team members in the contact center environment. • Adhere to company policies, procedures, and service level agreements. • Perform other duties supporting the Guest Experience team and business objectives. • Manage daily tasks efficiently and adapt to changing priorities in a fast-paced organization.

🎯 Requirements

• Minimum of 2 years of experience in a high-volume customer service contact center environment, preferably within the travel, hospitality, or transportation industries. • 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. • Candidates must be permanently located and authorized to work in England or Scotland.

🏖️ Benefits

• Work from Home • Generous PTO Package • Bonus and Incentive Plans • Group Health Cash Plan through BHSF • Retirement/Pension Scheme – EE/ER Contributions • Group Life Assurance • We Care • MyStrength • ToothFairy • Bereavement Counseling • Work Away from Primary Location • Familiarization Trips (Get paid to experience our vacations!) • Employee and Family/Friend Travel Discounts • Fitness Expense Reimbursement • Employee Referral Bonus Program • Cross-Departmental and Advanced Training Opportunities • Anniversary, Birthday, and Recognition Perks • Years of Service Awards • Annual Reimbursements for Home Office (office expenses, phone, internet)