Apr 23, 2023
The position's primary purpose is to provide exemplary post-booking service to our customers, most of which are located in the UK and Ireland. Your role will be to ensure that the customer has an unforgettable experience with us after booking confirmation to trip completion. You will work closely with our Adventure Sales Specialists, who will handle new enquiries and bookings from initial enquiry to booking confirmation. After a booking is made, they will be arranging all the elements of the booking with our local suppliers (including hotels and local transfer companies) until booking confirmation. s the position is remote, you could be located anywhere in the world, but due to time differences, we would prefer candidates based in the GMT or CET time zone.
Once the booking is confirmed, it is the Adventure Operations Specialists who take over from the Adventure Sales Specialists:
You will be dealing with all customer support requests and questions related to their trip during the entire period between the booking confirmation and departure
You will handle all booking change requests by customers and make the necessary rearrangements with our local suppliers (including making sure the changes are properly invoiced both by the local suppliers to us and by us to the customers)
You will be resolving trip issues effectively with minimum disruption to the customer
You will be quickly finding solutions to situations such as mistakes in the local supplier arrangements, accommodation closures and disruptions to travel schedules
You will be monitoring balance payments and making sure they are paid on time, and the amounts are correct
You will be preparing and sending pre-departure materials and travel documentation (including uploading them to our smartphone app) and making sure everything is properly organised and documented for the customer's trip
You will be taking shifts on the emergency phone line for customers who are currently on a trip
You will be the first responders to post-trip customer feedback and communicate it to the Sales and Products teams so that we constantly improve our products and service
From time to time, you will be supporting our sales team by preparing and sending custom itineraries and travel documentation to customers
You will be building relationships with existing local suppliers to ensure we are their partner of choice
Requirements
Experience in Operations in an adventure travel company, ideally specialised in self guided walking and cycling holidays, is highly desirable
Experience in fast paced reservations or operations roles where you have demonstrated your ability to understand customer needs and find solutions is mandatory
Understanding and sharing of our values related to Responsible Travel is mandatory
Experience with computer booking systems (ideally TourCMS), help desk and chat software (ideally Zendesk) is highly desirable
Experience with email-based customer service
Outstanding organizational skills and attention to detail
Excellent verbal and written communication skills, English must be native or of equivalent level
Excellent email and phone manner and technique
Ability to work under pressure while maintaining accuracy
Ability to work efficiently without supervision
Friendly attitude, personal integrity and high standards of customer service
Work from home
Flexible working time
Fixed base salary + bonus scheme
25 days of paid annual leave + bank holidays, increasing by one day every year until year 5
Maternity/paternity leave as per your home country's labour legislation
Great discounts for you and your friends/family members on all Natural Adventure trips
Outstanding learning and development opportunities
Great multinational team and a rapidly growing company
The starting annual salary is £22,000-26,000, depending on your experience. As you become more experienced, you can expect a total annual income of £26,000-28,000, including the annual performance bonus.
Note: the above levels apply to UK-based employees; if you are located in another country, they will be adjusted based on Purchasing Power Parity (PPP). As the position is remote, you could be located anywhere in the world, but due to time differences, we would prefer candidates based in the GMT or CET time zone.
Co-founded by Peter Duncan, ex-UK Chief Scout and BBC Blue Peter man, and Alex Pazderski, an avid hiker and acclaimed expedition kayaker, we are among the best experts in organizing walking & cycling holidays and adventure trips for independently-minded people. Starting in 2009 by developing several pioneering trekking itineraries in the Balkans, we now offer 500+ self guided walking holidays and cycling tours as well as a range of meticulously curated small group and privately guided tours, family and discovery trips. Having principal offices in London, Dublin and Sofia and 50+ field offices/representatives worldwide, we can serve our customers anywhere they go, providing 24/7 support.