Adventure Looking for Customer Operations Specialist at Remote Full Time

About Us:

Our mission is simple, to Improve life through travel. Exodus Travels is one of the world’s leading adventure travel companies delivering extraordinary travelling experiences across more than 90 countries worldwide.Providing unparalleled expertise and local knowledge, our exceptional guides on the ground and teams in our worldwide offices have been crafting amazing travel experiences for years.Our values of Bring Happiness, Take Responsibility, Be Ambitious and Always Passionate, underpin the work that we do and act as a reminder of why we do, what we do. We are looking for people who can embrace our values and live them every day.

Our Commitment To Equity, Diversity & Inclusion:

Together we will cultivate a diverse, equitable and inclusive environment, where all our people can flourish and are encouraged to be their unique selves. We are committing to implement meaningful change within our culture by growing awareness of and counteracting unconscious bias, eradicating systemic barriers, embracing diversity, and engaging all employees in the process.

Our Commitment To People, Places & Planet:

Our People, Places & Planet plan works towards improving life through travel for the places we visit on our adventures, the people we meet when there, and the planet which hosts us.

Summary:

In this role, you will handle incoming and outbound post-bookings calls, live chat and other online contact channels, with a devotion to outstanding customer service. You will support our direct and travel agent clients through all stages of the customer journey after the initial sale until departure. You will build top quality experiences for our customers, ensuring communication is engaging and effective, timely and targeted and most of all, customer led.

What You Will Be Doing:

• Answering incoming and outgoing sales calls, live chat and email communication within agreed service levels while always delivering outstanding customer service.
• Responsible for end-to-end contact of the customer operations process while maintaining customer relationships throughout.
• Ensuring services are booked within a reasonable timeframe and liaising with internal departments and local operators to facilitate a speedy confirmation from initial contact to completion.
• Liaise with internal departments to communicate improvements to website / product when receiving feedback from customers.
• Maintain ongoing relationships with customers after the point of sale to ensure customer retention, follow-up calls on returning from tours etc.
• To participate in company training and development opportunities.
• Demonstrating great relationship skills to form seamless working relationship with sales, product, marketing and commercial teams.
• Responsible for supplier communication to ensure all services are provided as booked.
• Participate in weekly customer experience meeting with improvement suggestions within your area of expertise.
• Assist other departments whenever vital, may include administration duties and / or customer service duties (customers returning from their tours).
• Be able to handle priorities and work under pressure.
• Working statutory holidays, evenings and weekends if required.

What We Are Looking For:

• You have experience in a multi-channel customer facing environment and you become comfortable with inbound and outbound contact.
• You’re friendly and approachable, with an analytical mind-set and the ability to prioritize your workload while maintaining a flexible and proactive approach to your responsibilities, whether you’re working autonomously or as part of a team. Impressive organization and communication is in your nature—you’re full of initiative, painstakingly accurate, and you genuinely care about the details.
• You’re a star communicator with a keen eye for detail, who loves organization and finds happiness in meeting deadlines and hitting targets.

Apply now, we would love to get to know you!

HERE IS MORE DETAIL ABOUT THE TRAVELOPIA GROUP…

Travelopia is the world’s leading collection of experiential travel brands, private equity owned by KKR; we have a global footprint, with key offices located in the UK, USA, Canada, and India, with over 2,000 colleagues across 30 countries worldwide. Our Group Functions provide professional services to our portfolio of brands and include Technology, HR, Finance, Legal, Procurement, Compliance, Health & Safety, and M&A. We are working collectively, sharing our knowledge, expertise, and best practices to stay at the forefront of the travel industry.