CUSTOMER SERVICES EXECUTIVE for Exodus Travels | Onsite CT
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.
Role summary
Exodus values its strong reputation for quality products and excellent customer service. The Customer Services team is dedicated to swiftly resolving customer issues related to holidays, accidents, or complex queries. Despite a low complaint rate, the focus is on timely and accurate responses to feedback. The role involves collaborating with the team, analysing customer concerns, and actively contributing to improving overall customer experience by relaying feedback to relevant colleagues.
What you will be doing:
- Discuss issues raised by our customers with relevant departments. Often involving in depth review of a trip, incident or customer experience with our product managers and their global network of local operators.
- Responding to our customers in writing or by telephone within our targeted time limit
- Assess levels of compensation with the Customer Services Manager and process refunds
- Offer phone and email assistance and support to clients who are unwell or have had an accident on a trip, collaborating closely with local teams and insurance companies as vital
- Assist with acknowledging and logging all correspondence received by the department
- Answer queries and write letters for insurance claims
- Coordinate the process that delivers and reports on our Customer Services Questionnaires.
- Undertake any other general administration when required
- Ensure that any safety concerns or issues raised or discovered are immediately acted on and reported to the business in the required manner.
What we are looking for:
- Experience in long-form writing!
- Previous customer service experience
- Demonstrable passion and excitement for the adventure travel industry and some knowledge of the areas we travel
- Ability to critically analyse issues and propose remedies in a clear and succinct manner
- Experience using Microsoft Word, Excel and Outlook
- Excellent grammar and written communication skills with an ability to produce long-form writing that is professional, clear and addresses all relevant points raised
- Ability to work independently to tight response times and prioritise workload while maintaining a flexible and proactive approach
- A calm and empathic manner
