Customer Experience Coordinator

Customer Experience Coordinator

UK Salary: From £23,000 DOE (North and South America - Salary Will Differ)

Benefits:

• You will play a pivotal role in an adventurous business with a strong culture and a real desire to make a difference to the world through changing customers’ perspectives.
• You will work remotely, connecting from anywhere in the world with our colleagues in Bristol, UK.
• You will have the opportunity to travel to our destinations.
• As part of the Swoop team, you will be invited to join our Swoop Adventures.
• Swoop is committed to developing our people, you will have a personalised development plan which help you to grow, personally and professionally.
• You will receive 25 days per year annual leave plus bank holidays AND you will be given your birthday as leave.

Location: Remote (UK or US Time Zone)

About Swoop:

On the surface our client is a travel agency specialising in adventurous trips to Antarctica, Patagonia and the Arctic. Dig deeper and you’ll find a global team that is innovative, knowledgeable, values-led and driven to be the unequivocal number one in each of their destinations. They also recognise their duty to help their customers use these extraordinary moments to reflect on the role they can play in protecting the planet.

About The Role:

We’re looking for a bright and talented Customer Experience Coordinator, with a passion for travel, exceptional customer service, and to help guide customers and personalise their preparation for their upcoming adventures in Patagonia and/or the Polar regions. This is an excellent role for somebody who is driven by customer service and relationship building.

You’ll need excellent interpersonal and communication skills to pair with your drive for customer excellence to thrive in this role. Swoop is looking for a self-starter who is a team player, with an infectious enthusiasm that comes across on the telephone, video and email to engage and energise customers.

Alongside your daily responsibilities, you’ll also be called upon to help with wider duties, such as fostering close working relations with our key partners and broader company-wide projects from time to time.

Responsibilities:

• Identifying our customer's needs
• Understand the customer journey and provide support from the moment they book until they return home
• Be the first point of contact, responding to your customer queries via varied communications including telephone, video, email and WhatsApp
• Build strong relationships with our customers and key partners
• Ensure our Customer Relationship Manager system is updated and accurate
• Create documentation ensuring all information is correct and accurate for the customer
• Provide support to our customers in destination working 1 weekend every 2 months
• Continuous learning to build your expertise in our amazing destinations

About You:

• A conscientious, tenacious and self-reliant individual who is results orientated and enjoys seeing tasks through to completion
• Excellent communication skills are required, as you will communicate regularly with customers and colleagues
• A desire to ensure every customer has a memorable experience
• Strong organisation, time management and planning skills
• Strong problem-solving skills
• Able to work under tight deadlines
• Attention to detail and administrative skills
• A team player who works hard to achieve goals with others
• Can deliver customer service excellence
• A good listener with well-developed English writing skills
• Computer literate, ideally with experience working with google sheets, google docs and google mail
• A real passion and enthusiasm for Patagonia and/or the Polar regions or the ability to learn fast
• Embodies the Swoop values of…we do the right thing, we drive to be better, we know our stuff and we belong