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About Tour Generalist

As a Tour Generalist, you will be the main point of contact for customers booking our tour packages. You’ll ensure smooth communication, accurate information, and quick resolution of issues with operators and internal teams. This role is all about delivering a seamless, high-quality travel experience that builds trust and satisfaction.

What you’ll do

• Respond to customer inquiries related to tours, including programs, flights, hotels, pricing, and availability.
• Coordinate with tour operators to regularly update available packages and resolve any issues that arise during the customer journey.
• Maintain and update internal knowledge bases with accurate details about each new tour (itinerary, activities, daily schedule, etc.).
• Receive and log complaints, escalate them to the appropriate teams, and analyze root causes.
• Monitor and manage customer requests in the system, including bookings, modifications, and cancellations.
• Collaborate closely with ops, Product, and Customer Partner teams to resolve operational bottlenecks that affect tour delivery.

What you’ll bring

• Strong persuasion skills with the ability to communicate the tour’s value and create an emotional connection with the customer.
• High flexibility and responsiveness, able to act quickly and adapt to changing situations.
• Calm and empathetic when handling complaints or unexpected customer issues.
• Highly organized with the ability to track and follow up on multiple requests at the same time.
• Problem-solving attitude. You don’t get stuck, you ask the right questions, explore alternatives, and resolve issues without excuses.
• Good in English, both written and spoken.
• Comfortable using Google Workspace tools (Gmail, Sheets, Docs) in a professional environment.

We’d love you to have