Customer Experience Specialist

Shroff Travel is recruiting a Customer Experience Specialist to work across air tickets, tours, travel products, reservations, customer service, sales support, and travel operations.

About the role

In this position, you will coordinate client or account support, follow-up, and service delivery. This is a full-time, 100% remote role open to candidates throughout the United States.

Responsibilities

• Serve as a consistent point of contact for assigned customers or internal account teams.
• Maintain accurate account notes, contact information, service history, tasks, and next steps in the CRM.
• Coordinate routine requests, status updates, deliverables, and follow-up across internal teams across ticketing, tours, and travel sales.
• Monitor open items and service commitments and escalate delays, risks, or unresolved customer issues.
• Prepare account summaries, meeting notes, usage or service updates, and other customer-facing information while supporting ticketing, tours, and travel sales.
• Identify recurring questions or service gaps and share them with the appropriate team for improvement.

Requirements

• Strong customer communication, organization, documentation, and follow-up skills.
• Comfort using CRM systems, spreadsheets, email, video meetings, and shared task tools.
• Ability to manage multiple accounts or requests without losing deadlines or documentation.
• Professional judgment when escalating service problems or customer concerns.
• Strong attention to detail and a dependable customer-service mindset.
• A pre-employment background check is required.

Pay

$63,500 - $72,000 per year

Schedule

Full-time, 100% remote