Position Details
Reporting Into: COO
Department: Operations
Location: Carr. de Fuencarral, 44, Edificio 1, 28108 Alcobendas, Madrid, Spain
Work Hours: Evening shift 5PM - 1AM
Salary: €24K gross per annum
Role Objective/Purpose
We are looking for a self-motivated Customer Support Representative to work as part of a team to provide an exceptional customer experience to all customers from our office located in Tribeca 44, Alcobendas, Madrid. You and your team will also be responsible for our customer satisfaction levels and levels of repeat custom.
You will be the first point of contact for all customers regarding tours and related inquiries. You have some understanding of the tourism sector and have a genuine passion to succeed in this fast-paced and demanding role, and you will need to be comfortable and confident liaising with a wide range of people. For this role, we are looking for an energetic, proactive Customer Service Representative who can deal with a wide range of duties act as a brand ambassador for us in the market and build a business case for FIT bookings.
Key Responsibilities
Provide an industry-leading customer experience to all customers either by telephone, email or social forums such as Facebook.
Promote and maintain excellent client relations by managing prompt and accurate responses via telephone and email.
Assist in creating, preparing and booking complex multiple-leg international itineraries for a variety of traveller wishes in a timely manner.
Support the fulfilment of matching guides to relevant tour bookings.
Responsibility for complaint handling and first-call resolution in a professional manner.
Carry out general administration on monthly payments and invoicing.
Effectively utilise computer systems to ensure consistency, quality and adherence to processes and procedures.
Obtain and handle sensitive information from customers e.g. card details.
Ability to source and negotiate with suppliers and partners all around the world.
Proactively monitor systems and report back anomalies.
Build structure, processes and business case for FIT bookings.
Personal Skills and Key Competencies
Excellent communication and negotiating skills, written, spoken and listening.
Customer service orientation.
Ability to stay calm and professional under pressure.
Strong problem-solving skills.
Proactive mindset with the ability to think 'outside the box'.
Provide accurate individual and team reports with attention to detail.
Ability to use initiative.
Ability to deal with multiple tasks simultaneously.
Education & Experience
A mature, confident and tenacious personality.
Ability to multitask and prioritise in a fast-paced environment..
Experience working within a start-up environment, advantageous.
Right to work in Spain or EU citizen.
English-level native or bilingual.
Minimum of 2 years customer service experience gained within a customer contact role.
Have good computing, keyboard skills and internet navigation skills.
Experience within the Tourism Industry, ideally specifically within the Tours & Activities sector.
What We Offer
Competitive salary and benefits package.
Opportunities for professional growth and development.
A collaborative and inclusive work environment.
Flexible working hours and remote work options.
Access to the latest tools and technologies.
Diversity & Inclusion
We encourage every qualified person to apply, regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please do not include a picture or age in your application