Customer Support CALLS + Back Office Data Entry Expert

We are looking for a versatile, high-energy Customer Support Calls + Back Office Data Entry Expert who is equally comfortable handling customer calls and performing accurate back-office data work. This is not a pure call-center role or a pure data-entry role. It is a true hybrid position for someone who enjoys both high-touch customer service on the phone and meticulous behind-the-scenes work in our CRM and booking systems. If you love resolving customer issues and then immediately updating records, maintaining clean data, and ensuring everything flows correctly to our partners — this role is built for you. Key Responsibilities Customer Support Calls (≈50% of time) Handle inbound customer calls, emails, and messages regarding bookings, changes, cancellations, and complaints. Provide empathetic, professional support while following clear “make it right” processes for resolutions and goodwill gestures. De-escalate issues and turn unhappy customers into satisfied ones whenever possible. Assist with rebooking or upsell opportunities using provided scripts and guidelines. Back Office Data Entry & Operations (≈50% of time) Accurately log all call outcomes, bookings, modifications, cancellations, and refunds in our CRM system. Maintain precise tracking and attribution data so leadership can measure true performance from advertising to final profit. Process partner/vendor confirmations and payments with high accuracy. Run daily and weekly reports to ensure data cleanliness and catch discrepancies early. Support automated workflows and suggest improvements to reduce manual tasks over time. What Success Looks Like 95%+ of customer issues resolved on first contact or properly escalated with complete notes. Zero backlog in CRM data entry — every interaction is logged the same day, ASAP. Clean, reliable data that supports accurate marketing ROI and operational decisions. Recognition as the reliable “glue” between front-line service and back-office accuracy. Required Skills & Experience 2+ years combined experience in customer support (calls) and CRM / data entry work. Proficient with HUBSPOT, call center VOIP systems, Google Workspace, and basic spreadsheets. Clear, friendly phone presence with strong written communication skills. Exceptional attention to detail and comfort with both high-volume calls and repetitive data tasks. Ability to work independently in a fast-paced, metrics-driven environment. Travel or tourism experience is a plus, but not required. What We Offer Full training on our processes, scripts, and systems. Opportunity to grow into senior operations or team-lead roles as the company scales. Direct impact on a profitable, growing travel business with strong systems and data-focused leadership.