Sales & Service - Account Executive - Asia

Railbookers Group is the leading independent rail vacation provider in North America and beyond, dedicated to delivering unforgettable train travel experiences. The role involves combining expert sales skills with exceptional service to build lasting relationships and sell customized rail holiday packages while supporting existing reservations.

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

Requirements:

• 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