Customer Service Officer

ABC and EBC Nepal Trekking is seeking a Customer Service Officer with 2+ years of experience in travel and tourism. You will support customers throughout the booking and travel coordination process, ensuring accurate information, timely responses, and a smooth travel experience.

Key Responsibilities

• Handle customer inquiries via phone, email, and walk-ins and respond with accurate travel information
• Assist with flight, hotel, and tour bookings, including collecting passenger details and validating travel requirements
• Coordinate with internal teams and suppliers to confirm schedules, availability, pricing, and service updates
• Track bookings from request to ticketing/confirmation and update customers on status and changes
• Manage customer documentation checks (e.g., passport/visa-related guidance as per company process) and communicate next steps clearly
• Resolve customer complaints professionally by investigating issues and coordinating corrective actions
• Maintain organized records of customer interactions, bookings, and follow-ups using company systems

• 2+ years of experience in customer service or travel operations within the travel and tourism sector
• Microsoft Office Suite — proficient in Excel/Word/Outlook for tracking, reporting, and document handling
• Strong interpersonal skills — able to interact confidently with customers, handle objections, and manage service situations calmly
• Excellent communicator — clear verbal and written communication for customer support, confirmations, and issue resolution
• Understanding of international travel markets — knowledge of common travel routes, seasonal demand, and traveler expectations
• Bachelor’s degree in Business Studies, Management, Tourism, or a related field (or equivalent practical experience)
• Basic working knowledge of ticketing/booking workflows and travel products (air, hotel, and tour services)

Required Skills & Competencies

• Sound knowledge of import and export procedures, international trade documentation, customs regulations, logistics coordination, and shipping processes.
• Good understanding of B2B and B2C sales and customer service practices.
• Ability to communicate and coordinate effectively with international clients, suppliers, freight forwarders, and logistics partners.
• Familiarity with international business transactions, Incoterms, and global trade practices is an added advantage.
• Strong commercial awareness with the ability to identify business opportunities in domestic and international markets.
• Excellent negotiation, relationship management, and problem-solving skills when dealing with corporate and individual clients.

Nice to Have

• Experience using GDS/booking systems or travel CRM tools
• Familiarity with international visa/passport documentation workflows and common traveler requirements
• Prior exposure to B2B customer handling such as corporate clients or travel agents

What We Offer

• A structured onboarding process and travel-industry mentorship from experienced team members
• Opportunity to work with domestic and international travel operations and suppliers
• Friendly, customer-focused workplace environment with performance-based recognition
• Support for skill-building through internal training and process updates

Working Conditions

• Full-time position.
• Office-based with regular interaction with customers through multiple communication channels.
• May require flexible working hours, weekends, or public holidays during peak travel seasons.