Customer Service Consultant – Live Chat (Hybrid, Colombo)

About the role

Join Intrepid Travel’s Customer Service team as a Consultant handling Live Chat interactions. You will be the first point of contact for global travelers, helping them decide on trips and ensuring a smooth booking experience.

Key responsibilities

• Respond to customer enquiries via Live Chat, providing accurate information and advice.
• Support both direct customers and travel agents throughout pre‑booking and post‑booking stages.
• Action web bookings and enter reservations in the company’s booking system.
• Promote and maximise sales of Intrepid Group products.
• Work on a roster covering 24/7 global sales and service, including weekends and shift work.

Required profile

• Minimum 2 years of experience in customer service, preferably telephone, Live Chat or web‑based support.
• Excellent verbal and written English communication skills.
• Strong attention to detail, accuracy and effective time‑management.
• Travel‑industry knowledge or relevant coursework is a plus.
• Ability to work flexibly in a hybrid office/remote setting.

Required skills

• Proficiency with computer‑based reservation/booking systems.
• Experience using Live Chat platforms.

What we offer

• Flexible work arrangements, including work‑from‑home and “work from anywhere”.
• Four weeks of paid vacation per year.
• A free Intrepid trip annually plus generous discounts for family and friends.
• Five extra days of leave for Intrepid trips.
• At least 10 weeks paid parental leave for all parents.
• Access to e‑learning platforms, professional development and mentorship programmes.
• Twenty hours of volunteer leave each year.
• Employee Assistance Programme offering 24/7 counselling.