Customer Operations Specialist

2 weeks ago


Remote, Canada Adventure 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 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 manage incoming and outbound post-bookings calls, live chat and other online contact channels, with a dedication to exceptional 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.

**Location** - Remote, Canada. Must be willing to work 9am to 5pm Pacific time.**:
**What you will be doing**:

- 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.
- Leveraging 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).
- Must have the ability to manage 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’re comfortable with inbound and outbound contact.
- You’re **friendly and approachable**, with an analytical mind-set and the ability to prioritise your workload while maintaining a flexible** and proactive approach** to your responsibilities, whether you’re working autonomously or as part of a team. Impressive **organisation 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 organisation and finds happiness in meeting deadlines and hitting targets.

**Our commitment to Equity, Diversity & Inclusion**:
We believe people are happier and perform best when they can be their true self, and that diverse teams deliver better results.

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 increasing awareness of and counteracting unconscious bias, eradicating systemic barriers, embracing diversity, and engaging all employees in the process.

**We look forward to getting to know you



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