What are the responsibilities and job description for the Seasonal Customer Service Assistant position at Tauck?
Seasonal Position from March to November, Full Time (M-F, 9-5pm)
POSITION SUMMARY:
Serves as a primary point of contact for guests, travel advisors, and Tauck Directors requiring customer service follow-up assistance that does not involve a formal complaint. This role resolves a wide range of post- and pre-travel service inquiries, coordinates with internal teams and external partners, and ensures a seamless, high-quality guest experience that reflects Tauck’s service standards.
KEY RESPONSIBILITIES:
- Handle incoming service calls, emails, and mailed correspondence that require customer service follow-up.
- Act as an advocate for the guest by researching issues, coordinating internally, and providing clear, timely communication and updates.
- Resolve service-related inquiries efficiently while maintaining Tauck’s service standards and brand voice.
- Support post-tour and follow-up processes including refunds, vouchers, claims assistance, and documentation.
- Manage multiple cases simultaneously and ensure timely resolution and accurate recordkeeping. Perform other duties and responsibilities as required.
-
COLLABORATION & QUALITY ASSURANCE:
- Collaborate cross-departmentally and with external partners to ensure accurate and efficient resolution of guest issues.
- Maintain compliance with Tauck policies, procedures, service standards, and data accuracy requirements.
- Identify trends in guest inquiries and proactively share insights with leadership to support continuous improvement of processes and the guest experience.
KNOWLEDGE/SKILL REQUIREMENTS:
- 2–4 years of customer service, guest relations, or travel/hospitality experience.
- Strong written and verbal communication skills.
- Proven ability to manage multiple cases and follow through to resolution.
- High level of attention to detail and strong organizational skills.
- Demonstrated ability to quickly learn and apply policies and procedures to ensure efficient, high-quality service.
- Ability to multitask, prioritize work, and perform effectively in a fast-paced environment.
- Customer-focused mindset with sound judgment and problem-solving skills.
Tauck is recognized as a world leader in deluxe escorted vacation tours; a fast growing company in a thriving industry. We offer more than 150 intriguing, all-inclusive vacations to the most popular worldwide destinations. These creative itineraries, with spectacular sightseeing and premium accommodations, are carefully choreographed to create enriching experiences and enlighten travelers interested in high quality, cultural vacations.