Customer Solutions Coordinator - Advanced English skills

Descripción de la oferta

About the role

At G Adventures, we’re obsessed with the customer, our traveller; it’s about engaging and connecting emotionally with each and every one of them, along each and every step of their journey - so they keep coming back for more.

As Customer Solutions Coordinator, you are a champion of the customer experience. You demonstrate a persistent focus on the traveller on a daily basis when it comes to the online, phone or in-person conversations in which you are engaged and involved in response to the input and feedback we receive. You manage, disseminate and cycle this feedback, engaging the right customers, both internal and external, as required throughout the process in a constant effort to ‘do the right thing’. You assist and support the Customer Experience & Advocacy team when it comes to key projects and initiatives. Someone who lends a voice to our customers and supports the enhancement of the customer experience across all areas of business. Someone with opinions, and the ability to express them. Someone who aspires to use their customer advocacy skills and expertise to help change people’s lives through travel. Sound like a lofty goal? We live and breathe our brand promise every day so, if this sounds like you, we want you on our team.
Responsibilities

Understand and become an expert in our industry, our business, our culture and our customer, and use that knowledge to create effective, impactful, strategic, and shareworthy work
Assess all feedback provided by clients through customer trip evaluation forms
Disseminate positive, negative and neutral feedback from trip evaluations forms or other sources to appropriate stakeholders and areas of the business
Help to identify areas of opportunity for operational improvement and customer retention across all areas of the business, and organize and share this information with other team members and departments through insightful reportable formats
Track issues through case management with an eye to identifying and assessing trends
Track resolutions to issues identified in trip evaluations and cycle that information back those customers who provided the feedback
Work across departments to proactively resolve negative client experiences and turn these into positive client experiences, with the end goal of growing advocacy and repeat business
Respond by email or telephone as appropriate to comments made in trip evaluations as a means of establishing customer engagement post travel
Proactively reach out to clients who have not yet provided feedback and encourage them to share their voice and complete their trip evaluation forms
Reach out to clients as assigned to gather specific information or feedback relevant to the business, leveraging a ‘root case’ approach
Requirements

Bachelor’s degree in a related field. We have a broad definition of ‘related’, including communications, marketing, sociology and behavioural studies
2-3+ years of demonstrated communications, loyalty, customer service and/or CX experience, working within a collaborative, multi-disciplinary team environment
Excellent written and oral English communication
Experience in media, hospitality and entertainment, travel and tourism or online retail is an asset. Passionate about the customer and the customer journey
Familiar with surveys and survey response strategies
Demonstrates a professional and highly evolved telephone, email and written letter technique and approach. Excellent problem-solving and organization skills
Strong listening and investigative skills, combined with a solid attention to detail
Positive, self-motivated and goal-oriented. Flexible and easily adaptable to change
Demonstrates the ability to critique and discuss his/her own work and the work of others in a constructive manner Possesses strong computer/technology skills and highly proficient in Microsoft Office, Powerpoint and Keynote
This role is a hybrid role based out of Peru, where a minimum number of days as set by the region, is required in the Lima office.
We thank all interested candidates; however only those chosen for an interview will be contacted.
***QUALIFIED APPLICANTS MUST HOLD APPROPRIATE CITIZENSHIP OR DOCUMENTS PERMITTING THEM TO RESIDE AND WORK IN PERU**

What Do We Offer You?
Competitive Total Rewards Package, including exclusive travel perks!
Additional days off, including on your birthday!
Vacation time for you to recharge
Enhanced Parental Leave
Meaningful Employee Recognition Program
Learning and Growth Opportunities
Employee Resource Groups
*Applicable based on location*
Please note that Artificial Intelligence (AI) is used in the selection or interview process.
G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.

Requerimientos

• Educación mínima: Universitario
• 3 años de experiencia
• Idiomas: Inglés
• Conocimientos: Servicio al cliente, Atención al cliente

Aptitudes asociadas a esta ofertaNuevo

Hace 18 horas (actualizada)

Acerca de Grandes Aventuras del Peru SAC

Tour Operador Canadiense, especialista en Turismo receptivo con operaciones en los principales destinos turísticos de aventura a nivel mundia.