Customer Service Specialist - US
About The Position
Supporting our customers throughout their Macs Adventure journey, you will look after them once they have made their booking, answering questions and arranging those important final details. You will then be there to support and solve any issues they have whilst they are travelling with us and closing the feedback loop to ensure they book again. Reporting to our Customer Service Manager, this is a fantastic opportunity to join an ambitious, fast-growing international business and progress your career in travel. This customer-focused role is key to communicating our brand values, delivering memorable trips and creating loyal Macs adventurers!
Requirements
- At least 1+ years’ experience of customer-facing roles centered around problem-solving and creating customer delight.
- Ability to empathize with and be the voice of the customer.
- Experience of complaint handling.
- Outstanding customer service and problem-solving skills.
- An excellent eye for detail and administrative skills.
- Able to multitask, prioritize and establish deadlines to ensure competing objectives are met.
- Interpersonal and team skills which enable you to build great relationships internally and externally.
- Highly confident, competent and articulate individual who can communicate professionally.
- Excellent written and verbal communication skills.
- Experienced and fluent in using IT systems such as email, livechat, phones, booking/company systems and MS office suite.
- Learning orientated.
- Resilient and flexible.
- A hands-on individual willing to go the extra mile for customers, colleagues and the business.
Nice To Haves
- Previous experience in the travel industry, a passion for active and adventure travel.
Responsibilities
- Communicate with customers via phone calls, live chats and emails. Use technology such as a CRM and Zendesk in an efficient manner.
- Answer customer questions on a broad range of trips and destinations and the Macs Adventure App/ My Account. You will make the journey seamless pre, during and post trip.
- Engage with customers and communicate the Macs Adventure brand promise.
- Process customer payments.
- Collect and update contact, travel details, interests and pre-trip information
- Work with our internal operations team to ensure that the customer’s trip is arranged to perfectly meet their needs.
- Support customers with broad range of on-trip challenges from baggage transfers to medical emergencies
- Assist customers in crises or incidents while on trip
- Complete general administrative tasks across our booking platform and communication systems.
- Respond to feedback and close the feedback loop for customers post trip and make sure they keep coming back.
- Collaborate across teams as the voice of the customer in our organization
- Be an active positive member of the team.
- Actively support your colleagues and be there for them.
- Contribute and participate in team calls and meetings.
Benefits
- Annual bonus participation
- 37.5-hour work week
- 15 days PTO incrementally increasing to 20 days after 6 years’ service
- 10 paid federal holidays
- An extra day off on your birthday
- Up to 85% Employer paid health, dental and vision insurance
- Free travel insurance for you and your direct family
- Fully paid “FAM” trip
- TSA pre-check reimbursement
- Optional enrolment in the company 401(K) plan after 6 months
- Great discounts on Macs Adventure trips
- Flexible work culture
- Regular team meetings and annual Macs Fest
- Opportunities to collaborate internationally with other offices and even work in them occasionally
- Support for self-guided learning
- Opportunity to make a difference to people’s lives and the planet
- Occasional international travel
- Access to outdoor industry discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
