• Provide professional customer support via phone, email, and digital platforms • Research and coordinate flights, hotels, cruises, and tours • Assist with booking management and travel documentation • Maintain accurate client records • Deliver timely follow-up and client care • Participate in online training and team development sessions

• Understand, categorize, and diagnose customer requests quickly and efficiently, via email, chat, phone, social media, etc. • Stay on top of production issues and be creative in suggested workarounds to coach users, as needed • Document all customer interactions, issues, and resolutions and ensure customer issues or requests are fully resolved by conducting follow-ups or checking the status of escalated matters • Participate in available training sessions to enhance product knowledge and improve your customer service skills. • Provide assistance in the onboarding and training processes for products and services as required, ensuring customers are well-equipped to utilize Instinct effectively

• Respond to inbound calls from program participants, contractors, and other stakeholders, providing accurate and helpful information. • Working with marginalized populations. • Data entry, verification, and report generation. • Meet key performance indicators (KPIs), including hold times and after-call work completion. • Other duties as required.

• Coordinate international household goods shipments (starting with imports) • Communicate with customers via phone and email to guide them through the moving process • Answer questions about shipping timelines, documentation, and customs regulations • Calculate final charges and review shipment details accurately • Convert measurements (e.g., kilograms, cubic meters, centimeters) • Stay organized while managing multiple active files at once • Follow up with customers to ensure a smooth and positive experience • Collaborate with the Customer Service Manager for support and guidance