Customer Support & Duty Manager (Travel / Tourism)

Responsibilities:

• Answer hotline calls promptly (urgent situations)

• Support guests who already booked tours (WhatsApp & phone)

• Resolve pickup delays, schedule issues, and customer concerns

• Coordinate with drivers, guides, and booking managers

• Escalate serious cases to senior manager when needed

• Update CRM / Google Sheets with clear notes

Requirements:

• English: Upper-Intermediate or higher (spoken & written)

• Calm under pressure, emotionally stable

• Comfortable with phone calls

• Experience in tourism / hospitality / customer support is a plus

• Fast response, structured thinking

• Reliable internet & availability during peak hours

Schedule:

• 6 days per week

• Split shift during peak hours Moscow time:

  • 03:00–12:00

• 1 day off per week