Customer Relationship Specialist

Department: Customer Relationship & Sales

Job Type: Internship

Location: Kharghar, Navi Mumbai

Experience: 0–2 Years

Industry: Travel & Tourism

About Travelhostic

Travelhostic is a travel company focused on creating thoughtfully designed travel experiences with quality stays, smooth operations, personalized service, and memorable journeys.

We are looking for a Customer Relationship Specialist who can handle travel enquiries, build strong relationships with customers, convert enquiries into bookings, and ensure a smooth customer journey from enquiry to trip completion.

Key Responsibilities

1. Customer Enquiry Management

• Receive and respond to travel enquiries through WhatsApp, phone calls, website, social media, and other channels.
• Understand customer requirements such as destination, travel dates, number of travellers, budget, hotel preference, transportation, and activities.
• Follow up with enquiries consistently and maintain a professional communication standard.
• Ensure every enquiry is properly recorded and tracked.

2. Customer Relationship Management

• Build and maintain strong, professional relationships with customers.
• Understand customer expectations and provide personalized travel solutions.
• Handle customer questions, concerns, and requests promptly.
• Maintain regular communication with customers before, during, and after their trip.
• Encourage repeat bookings and referrals through excellent customer service.

3. Sales & Customer Pitching

• Make outbound/cold calls to potential customers and existing leads.
• Present Travelhostic's packages, services, and value proposition effectively.
• Understand customer needs and pitch the most suitable package.
• Negotiate professionally while maintaining company pricing and margins.
• Follow up with prospective customers and convert qualified enquiries into bookings.
• Achieve monthly enquiry conversion and sales targets.

4. Package Creation & Proposal Management

• Prepare customized travel packages based on customer requirements.
• Create and share professional itineraries, quotations, inclusions/exclusions, and pricing.
• Coordinate internally for hotels, transportation, activities, sightseeing, and other travel arrangements.
• Make necessary revisions to packages based on customer feedback.
• Ensure the final proposal is accurate, clear, and professionally presented.

5. CRM & Customer Data Management

• Maintain accurate customer records, enquiry details, follow-ups, quotations, and booking status.
• Update CRM/Google Sheets or other company systems on a daily basis.
• Maintain proper records of leads, active enquiries, converted bookings, lost leads, and follow-ups.
• Ensure no customer enquiry or follow-up is missed.
• Maintain confidentiality of customer information and company data.

6. Booking & Coordination

• Coordinate with the operations team after confirmation of a booking.
• Ensure customer information and booking requirements are properly handed over.
• Coordinate regarding payments, travel documents, hotel confirmations, transportation, and other requirements.
• Assist in resolving customer issues during the travel process whenever required.

Key Skills Required

• Excellent communication and interpersonal skills.
• Strong customer-handling and relationship-building ability.
• Good sales and convincing skills.
• Comfortable making phone calls and cold calls.
• Good negotiation and follow-up skills.
• Ability to understand customer requirements and recommend suitable travel options.
• Good knowledge of MS Excel/Google Sheets and basic CRM tools.
• Good written communication for WhatsApp, email, and quotations.
• Ability to multitask and manage multiple customer enquiries simultaneously.
• Strong attention to detail and ownership of work.
• Professional attitude and customer-first mindset.

Preferred Candidate

• Experience in travel, tourism, hospitality, sales, customer service, or a related industry will be an advantage.
• Freshers with strong communication and sales skills may also apply.
• Candidate should be comfortable speaking with customers over phone and WhatsApp.
• Knowledge of Indian travel destinations, hotels, transportation, and tour packages is an advantage.
• Should be target-oriented, proactive, and willing to learn.

Performance Expectations

The selected candidate will be expected to:

• Respond to enquiries promptly.
• Maintain 100% accurate customer and lead records.
• Conduct regular follow-ups with prospective customers.
• Generate and deliver customized travel proposals.
• Convert qualified enquiries into confirmed bookings.
• Maintain strong customer relationships.
• Contribute towards monthly sales and booking targets.
• Ensure a smooth transition of confirmed customers to the operations team.

What We Offer

• Opportunity to work with a growing travel company.
• Exposure to travel sales, customer relationship management, and tour operations.
• Opportunity to develop destination and travel-industry expertise.
• Performance-based growth opportunities.
• A professional and dynamic work environment.
• Opportunity to grow with the Travelhostic team.