International Customer Service Consultant

Job Title: International Customer Service Consultant

Reporting to: International Customer Service Manager

Work Location: Remote (New Zealand or USA)

Key Relationships:

- Internal:

- International Customer Service Team
- International B2C Sales Team
- International B2B Sales Team
- Operations Coordinators
- External:

- Customers

Function:

- This position holds you responsible for the Customer Service efforts for the Active Adventures and Austin Adventures brands. This includes pre-booking and post-booking communications, maintaining a high level of customer service in a consistent tone and adhering to our Austin Adventures and Active Adventures brand style guides.
- To collaborate with all Active Adventures and Austin Adventures departments to continually improve the entire customer journey, enhance customer satisfaction and increase repeat business
- Your specific area of focus is positioned around post-booking and your main KPIs will be based on increasing repeat business and increasing customer referrals
- Your skill set is wide across many areas of the business, so you’ll provide support for all stages through the customer journey
- A proven record of Customer Service experience, ideally in tourism or a related product
- Excellent presentation skills, verbal, and written communication skills
- Manages change and challenges with respect and professionalism
- Passion for people - allows people to add value and ensures they feel valued
- Highly motivated with a strong desire to succeed
- Forward thinking and good problem-solving ability

Goals and Objectives:

- Provide friendly and informative customer support
- Ensure all supporting trip documents are accurate and up to date
- Identify potential trip issues and find solutions with the aim to decrease or eliminate potential issues
- Monitor outstanding client invoices and ensure timely payment
- Ensure all information for a client’s trip is received before a deadline prior to their trip departure
- Work toward increasing customer satisfaction, loyalty, and advocacy
- Consistently improve the customer experience for all guests
- Drive customer retention and increase customer satisfaction
- Map the customer journey and identify opportunities to proactively intervene on the client’s behalf

General Tasks:

- Work closely with Operations to ensure all client information is provided correctly on the hand-offs for our guides
- Manage the Active Adventures and Austin Adventures Customer Service duty phone and make sure the phone is staffed at all times

Specific Tasks:

- Recognise opportunities to go above and beyond to create ‘raver customers’
- Show empathy for clients, their situation, needs and concerns and treat every client complaint respectively and action appropriately
- Continually build intimate knowledge of client needs and build that knowledge by recording client details in Peak15 and Hubspot
- Continually search for improvements in order to make your role more effective
- Provide clear and concise client information on the hand-offs for each trip departure
- Monitor client suggestions and/or complaints submitted via survey and action appropriately
- Manage the collection and quality of reviews we're receiving from past clients and meet agreed targets
- Coordinate internal projects and determine the best utilization of resources to increase customer satisfaction
- Encourage revenue growth by inspiring clients to purchase accessories and additional services
- Assist Sales and Marketing teams with any required client communication and content creation, including itineraries, website blogs and ensuring website information is up to date

Culture and associated tasks:
Active Adventures and Austin Adventures holds a unique space in the adventure travel industry. We’re an international organization with headquarters in Queenstown (New Zealand) and Billings (Montana, USA) and we market, sell and run our own trips. We’re medium-sized and non-corporate, so you’ll find we’re friendly and approachable, but also dynamic, exciting and nimble. Being based in two of the world’s adventure capitals means we attract outdoorsy people, who’re inspired by their surroundings and contribute wholeheartedly to our company culture.

You’ll be an active participant of the Active Adventures and Austin Adventures Customer Journey Team. Given the introduction of the new team structure during a challenging time in the travel industry, you’ll need to be team and solutions focused and willing to help each other out with the aim of succeeding and exceeding targets.
- To contribute to a team culture that is positive, motivated, clear, inclusive and based on mutual trust, honesty and authenticity
- To build and maintain such a culture and environment into the future, leading to high performance at all levels of the sales team and therefore within the organization
- To help deliver client numbers and trip loadings to agreed budgets
- To work with all mem