Customer Service Representative

TopView Group offers sightseeing and experiential tours, cruises, bike rentals, and seasonal experiences. The Customer Service Representative supports guests across multiple brands and cities through email and live chat, resolving booking and service issues and coordinating with on-site teams.

Responsibilities:

• Help guests: Answer product and ticket questions and assist with reservations, rescheduling, additional guests, cancellations, and refund requests within company policies and approval limits
• Resolve issues: Handle complaints, delays, and service disruptions; review booking details and escalate requests requiring management approval
• Manage the queue: Prioritize active chats and urgent guest needs while keeping emails, follow-ups, and outstanding requests moving
• Communicate service updates: Send bulk texts (blast texts) and emails about cancellations, schedule changes, and boarding updates, and track customer replies
• Support on-site staff: Respond through internal company chat to questions about guests, bookings, ticket issues, and complaints
• Coordinate solutions: Work with tour, cruise, bike rental, operations, and management teams on direct and third-party booking issues
• Document and follow through: Keep accurate Zendesk records, provide customer updates, and follow up on outstanding issues through email and chat

Requirements:

• Previous customer service experience, including high-volume email or live chat support and handling complaints or escalations
• Strong written communication, attention to detail, and the ability to manage multiple conversations while meeting productivity and quality expectations
• Proficiency with Google Workspace (G Suite), including Gmail, Google Chat, Docs, Sheets, Drive, and Calendar
• Resourcefulness: use available tools to find answers, follow instructions carefully, and help with the backlog, follow-ups, and team tasks during quieter periods
• Ability to work independently and ask questions promptly when instructions are unclear or an issue requires support
• CRM or ticketing system experience, sound judgment, dependable attendance, and punctuality
• Zendesk, tourism, hospitality, or reservations experience and English/Spanish bilingual skills are a plus