Customer Support Specialist (Sales)

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Requirements:

• You have a passion for adventure travel & the activities in our adventure collection.
• You have firsthand experience of small group travel, especially with strangers.
• You have experience in customer sales in the adventure, travel or outdoor sector; or in e-commerce.
• You have a proven track record of achieving sales targets and key performance indicators.
• You have exceptional written & spoken English with a warm personality.
• You are a great listener and emotionally intelligent, able to empathise and adapt conversations.
• You are self-driven and can work independently in a fast-paced remote team.
• You are organised, skilled at time-management, and have attention to detail.
• You quickly learn new technologies and strive for efficiency.
• You have flexibility and can handle changing priorities positively.
• You are a team player and excited about the company mission.

Responsibilities:

• The first point of call for all adventure queries on the phone, live chat, social media and email.
• Converting a high rate of enquiries into new bookings and answering pre-departure questions from customers.
• Working with local hosts to manage existing bookings and ensure a positive booking experience.
• Ensuring no customer waits more than 24 hours for a response from the team or local hosts.
• Problem solving customer barriers to booking and issues with the platform.
• Composing thoughtful and accurate replies to inquiries.
• Monitoring and controlling multiple tasks simultaneously.
• Sharing customer insights and experiences to improve user experience.