Customer Care Executive (North America)

The Company_“People don’t take trips – trips take people” …_

… and we’re in the business of planning and organising trips all over the globe for almost half a million travellers each year.

We’re G2 Travel, a wholesale tour operator with a network of offices spanning Asia, the Middle East, Europe and North America.

We’re not a corporation and don’t behave like one – results are achieved through collaboration and teamwork – a place where everyone gets noticed.

We believe that work should be enjoyable, stimulating and fun!

The Department

Our Customer Care team serves as the dynamic interface between our global clients (travel agents) and supplier partners worldwide. The team manages groups of tourists travelling across Europe, North America, and other destinations, ensuring excellent service delivery while meeting both customer expectations and business objectives.

The Role

The role is responsible for delivering excellent in‑destination and post‑tour services for all group bookings, ensuring smooth and high‑quality operation. This includes providing concierge‑level support for key clients when required and effectively balancing customer satisfaction with commercial objectives.

The position requires the ability to thrive in a fast‑paced environment, demonstrating flexibility and adaptability, as well as availability to work on later shifts and weekends. Additionally, the role supports various internal departments across a wide range of operational and administrative tasks to ensure seamless service delivery.

Key Activities:

• Understand the itinerary and ensure smooth tour logistics.
• Anticipate issues and maintain proactive contact with clients by phone, social media, and in person
• Liaise with clients and suppliers to manage the delivery of high standards of service.
• Facilitate tour changes negotiating with suppliers regarding costs and feasibility.
• Communicate effectively in a crisis and deliver high-quality solutions.
• Take ownership for resolution of complaints, including investigation and follow up.

The Requirements

• Languages: Multilingual with Japanese is highly desirable
• Flexibility in hours including willingness to work late nights and weekends.
• Customer focus with multi-cultural understanding.
• Strong proactive problem-solving, negotiation skills, and detail orientation.
• Previous experience in travel or customer service, preferably in a highly dynamic environment.
• Multitasker with the capability to prioritise, work under pressure and meet deadlines.
• Versatility to work as part of a wider North America and global team.
• with atleast 2-3 years of working experience in the travel industry, preferably with destination knowledge of USA and Canada.