Operations Specialist

Company Description

Founded in 2006, Kensington Tours is a $170 million privately held company that has been rapidly growing for the past few years. We are a multi-award-winning luxury tour operator offering tailor-made, private-guided experiences to the world’s most extraordinary destinations. Anchored by an industry-leading team of 150+ destination specialists, we deliver curated travel experiences for the most discerning clients. The success of Kensington Tours has been its ability to provide customized tours for each and every client in a market with increasingly sophisticated consumer knowledge and a heightened search for “authenticity of experience.” We do this with our pioneering technology platform that allows the company to connect tour experts all over the world into a single, streamlined database and booking engine.

Our tours consist of local hotels, private guides, airport transfers, transport between cities, and special experiences (e.g., hot air balloon ride). Our Procurement team finds destination management companies (DMC) around the world who provide these services, or they source them directly. The Product team curates these product components and then weaves them together into itineraries that span varying price levels and themes.

Kensington strives to surprise and delight at every turn with authentic, extraordinary, and unexpected experiences. Our brand promise - to create the experience that changes the life.

**Job Description**:
As an integral member of the Customer Care Team, the Operations Specialist ensures that the Kensington Tours standards for customer service excellence are maintained throughout the various touch points of the customer’s life cycle. This includes pre-departure booking functions and quality control and managing post-trip NPS communications.

**Responsibilities**:

- Responsible for post-trip NPS analysis and incident management communications with clients
- investigates claims with vendor and Destination Experts, determines appropriate response and monetary compensation if necessary
- Determination of validity of client credits with recommended values
- Coaches and provides feedback to the Customer Care team to support the NPS and Detractor process
- Provides recommendations for process improvement to the Director of Operations.
- Update bookings in proprietary booking system with supplier confirmations and arrange for supplier payments where necessary.
- Conduct timely communication with clients identified as “Detractors” in the NPS survey and clients to whom we have not yet received feedback, with the intent of understanding the issue and of being able to recommend resolution. This role will facilitate the NPS communication to all clients (not just those identified as “passive” or “detractors”)
- Work with the Director of Operations to resolve escalating NPS communications
- Occasionally process bookings that require direct communication with the service provider - bed bank, direct hotels, RailEurope and customized hotel bookings as necessary
- Collect testimonial friendly client feedback from surveys, obtain approval for use, edit and categorize into regions
- Working with Director of Operations to assist with the development of onboarding training plans as well as provide mentorship to interns and new hires
- Provide insights and recommendations for improvements to work flows and processes
- Develop and maintain an efficient and effective level of use with the proprietary booking system for Quality Control and Customer Care purposes
- Other client touch points, incident support or Customer Care Team Support when and where required
- Adhoc projects as assigned

**Qualifications**:

- Minimum of 2 years in a Sales support role and environment
- Demonstrated mastery of department processes, procedures and systems
- A can do, self-starting attitude
- Excellent organization and time management skills with the ability to take on additional projects when required
- Highly developed communication (verbal and written) and listening skills - ability to adjust communication styles and deal with clients sensitively, tactfully, diplomatically and professionally at all times
- Exceptional customer service orientation. Exhibits service excellence in all interactions with internal and external customers
- Demonstrated experience with critical incident management or providing operational support an asset
- Demonstrated experience with complaint/issue resolution with the ability to make decisions quickly and confidently preferred
- Proven critical thinking and problem-solving skills
- Superior attention to detail - experience with Quality Control/Data Management an advantage
- High degree of resourcefulness, flexibility, and adaptability
- Ability to thrive in a fast paced, high performance culture
- Ability to provide after-hours support on a rotational basis
- A positive, engaged and collaborative team player

Additional Information