Customer Service Representative

Job Description

The Customer Service Representative provides professional assistance to passengers and customers before, during, and after their journey. The role handles inquiries, complaints, booking-related questions, and general travel support. The representative is expected to provide clear, accurate, and friendly communication across customer interactions. The position contributes directly to customer satisfaction and helps maintain Color Line’s service standards.

Key Responsibilities
Respond to customer inquiries through appropriate service channels.
Provide accurate information about bookings, travel schedules, services, and policies.
Assist customers with reservation changes, cancellations, and other travel-related requests.
Investigate and resolve customer complaints in a professional manner.
Escalate complex issues to the appropriate department or manager when necessary.
Maintain accurate customer records and document interactions appropriately.
Identify customer needs and recommend suitable services or solutions.
Coordinate with reservations, onboard teams, terminals, and other departments.
Follow company procedures relating to customer service, data handling, and quality.
Contribute to customer satisfaction and continuous improvement initiatives.