Adventure Hiring for Customer Operations Specialist at Remote Full Time

Exodus Travels, part of Travelopia, is the leading tour operator of small group adventure trips offering over 400 unique itineraries, including trekking to Machu Picchu in Peru, climbing Kilimanjaro, or cycling in Vietnam. Exodus Travels also runs a smaller, self-guided European specialist brand called Headwater who offer around 150 itineraries.

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.

Benefits of working with us

You will be working with colleagues that share the same values and behaviours, growing the organisation together

Remote working with 25% global travel

Salary is dependent on experience

33 days annual leave (inclusive of bank holidays)

Access to travel offers and discounts

Other insurance benefits

Our commitment to Equity, Diversity & Inclusion

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.​

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 devotion 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 create top quality experiences for our customers, ensuring communication is engaging and effective, timely and targeted and most of all, customer led. Please be advised, although this role is based in Toronto area, you will be working PST hours to support the team. There would be two shifts available: 11-7pm EST or 12-8pm EST.

What you will be doing:
Answering incoming and outgoing sales calls, live chat and email communication within agreed service levels while always delivering exceptional customer service.

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 necessary, 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 satisfaction in meeting deadlines and hitting targets.

Flexibility to work either 12-8pm or 11-7pm EST.