[Hiring] Adventure Operations Specialist @The Natural Adventure

Role Description

The position's primary purpose is to provide exemplary post-booking service to our customers, most of which are located in the UK, Canada, Australia, New Zealand and Ireland.

• Ensure that the customer has an unforgettable experience from booking confirmation to trip completion.
• Work closely with Adventure Sales Specialists who handle new enquiries and bookings.
• Deal with all customer support requests and questions related to their trip from booking confirmation to departure.
• Handle all booking change requests and make necessary rearrangements with local suppliers.
• Resolve trip issues effectively with minimum disruption to the customer.
• Quickly find solutions to situations such as mistakes in local supplier arrangements and accommodation closures.
• Monitor balance payments to ensure they are paid on time and amounts are correct.
• Prepare and send pre-departure materials and travel documentation.
• Take shifts on the emergency phone line for customers currently on a trip.
• Be the first responders to post-trip customer feedback and communicate it to the Sales and Products teams.
• Support the sales team by preparing and sending custom itineraries and travel documentation.
• Build relationships with existing local suppliers to ensure partnership preference.

Qualifications

• Experience in Operations in an adventure travel company, ideally specialized in self-guided walking and cycling holidays.
• Experience in fast-paced reservations or operations roles with demonstrated ability to understand customer needs and find solutions.
• Understanding and sharing of values related to Responsible Travel.
• Experience with computer booking systems (ideally TourCMS) and help desk/chat software (ideally Zendesk).
• Experience with email-based customer service.
• Outstanding organizational skills and attention to detail.
• Excellent verbal and written communication skills; English must be native or of equivalent level.
• Excellent email and phone manner and technique.
• Ability to work under pressure while maintaining accuracy.
• Ability to work efficiently without supervision.
• Friendly attitude, personal integrity, and high standards of customer service.

Benefits

• Work from home.
• Flexible working time.
• Fixed base salary.
• 25 days of paid annual leave + bank holidays, increasing by one day every year until year 5.
• Great discounts for you and your friends/family members on all TNA trips.
• Outstanding learning and development opportunities.
• Great multinational team and a rapidly growing company.