Job Level
JuniorMid-Level
About the role
- Customer Success team available 24/7; flexibility required to work daytime, afternoon or overnight shifts based on business needs.
- 90% of customers are based in North America; most common shift is 15.00-03.00 (CET).
- Flexibility required to work 2 weekends per month and bank holidays.
- Provide pre-departure customer support: answer incoming calls and emails; provide destination and trip information; help with visas and country-specific entry requirements; add or remove excursions; make cancellations, service amendments and refund requests; provide information about land and flight services; resolve problems with customer bookings.
- Provide in-destination customer support: handle incoming calls, emails and Whatsapp messages; support customers with flight delays or cancellations; provide information about daily activities whilst in destination; manage communication about crisis situations.
- Achieve targets: productivity (number of calls and emails answered); Quality Assurance score; CSAT, ASAT and Issue Resolution; occupancy and adherence.
- Stay up to date with ever changing processes, procedures and policies in a dynamic and growing start-up environment.
Requirements
- Minimum 2 years of contact center and/or customer service experience.
- Call center experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not essential.
- C1/C2 level English (verbal, reading, writing) required.
- Proficiency in Spanish is desirable.
- Working knowledge of contact platforms will be helpful.
- Working knowledge of CRM systems such as Salesforce will be helpful.
- Telephone communication and soft skills knowledge will be helpful.
- Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential.
- Passionate about customer service!
- Passionate about travel and exotic destinations!
- Master at communication, listening and soft skills!
- Able to assess a caller’s needs and provide appropriate recommendations.
- Self-starter, self-managed, responsible, dedicated, and tenacious.
- Doesn’t get easily discouraged or frustrated.
- Able to multitask, prioritize, and manage time effectively.
- Comfortable and competent in using multiple systems concurrently.
- Knows how to “smile” on the telephone.
- A natural leader with the ability to inspire and motivate.
- Knows how to have fun, strive for success, and celebrate achievements!