Customer Care Consultant London, England
Job description
As the largest travel B Corp globally Intrepid creates positive change through the joy of travel by offering sustainable, experience-rich travel and providing the best travel experiences ever, for both people and the planet.
Travel to us is a force for good and we want to be the best travel company not just in the world, but for the world. So, let’s change the way we all see the world, together as now more than ever, the world needs Intrepid people.
The Opportunity:
As part of our Customer Care team, you will thrive on our aim of turning a negative experience into a positive one. You will handle customer feedback and complaints and work to restore their faith in our business, through fair and reasonable outcomes for all stakeholders, including direct customer and agents.
Customer Care consultants will promote the importance of every single customer interaction and thrive in customer excellence and retention. You will ensure customer feedback is used to promote change and recognition across the business. You will think outside the box, and “WOW” our customers with our interaction along with driving our Surprise and Delight initiative. We are a team that is customer centric and strives to be industry known for our next level customer care.
This is a permanent full-time position which will offer you some flexibility to work from home, as well as out of our office in London!
Some of the experience you’ll bring with you is:
- 3+ years in a fast-paced customer-facing environment and working in multi-channel customer-facing platforms.
- Demonstrated experience in complaint handling
- Experience building relationships with both internal and external customers and stakeholders
- Experience in training and coaching others
- Tertiary qualification advantageous
- Knowledge/understanding of Microsoft suite and Salesforce CRM
You'll have a high level of emotional intelligence, and excellent communication skills. You'll be a passionate, fun person who thrives in an innovative and responsible environment.
What it’s like to work for Intrepid:
Our team reflects the diversity of our customers and communities we visit, our people are comprised of 58 nationalities in 46 countries and Intrepid recognizes that diversity makes us a stronger business. With a commitment to breaking down barriers, we support a culture where people can be themselves. We encourage applications from people of all backgrounds, including First Nation People, LGBTQI+ people, people living with a disability, people from previously disadvantaged backgrounds, and people from different ethnicities, races, and religions.
Some of what we offer:
- Flexible work options, including work from home or work from anywhere for to 4 weeks a year! We’ll work with you to ensure you keep your work-life balance
- Experience Intrepid yourself with an extra week of leave and a free trip every year! Plus further travel discounts for you, family and close friends!
- E-learning, professional development, with diverse global career opportunities
- Employee Assistance Program, a 24/7 service that offers counselling for you and your family
- 20 hours of volunteer leave, to make a difference towards causes that are important to you!
If you exist to inspire, create, share and lead in what you do, then Intrepid Travel wants to hear from you, we encourage you to not delay your application as may close advertising early if the right person is identified.
Applications close on the 28th of April 2023
Job Types: Full-time, Permanent
Work Location: Hybrid remote in London, SW9 8DJ
