Customer Experience Coordinator

This is a crucial role within the Wasteland Travel Group, primarily focused on providing exceptional customer service and comprehensive post-sales support while also contributing to sales. The role involves guiding customers, managing bookings, and ensuring a seamless and positive experience for customers across all brands. This position requires a highly customer-centric, organised, and empathetic individual with strong communication and problem-solving skills, and a focus on building long-term customer relationships.

Key Responsibilities (Approximately 75% Customer Service & Post-Sales Support / 25% Sales):

• Act as the primary point of contact for customers, providing exceptional service and support throughout their journey.
• Communicate effectively with customers across various channels (phone, email, live chat, and text), addressing enquiries, resolving issues, and exceeding expectations.
• Manage and administer bookings, including processing payments and refunds, handling amendments, and ensuring accuracy.
• Provide comprehensive post-sales support, assisting customers with enquiries, changes, and any issues that may arise.
• Offer help, advice and solutions as the clients first point of contact whilst they’re on holiday.
• Listen attentively to customer feedback and identify their needs and desires, providing insights to team leaders and influencing product development and service improvements.
• Guide potential customers in making informed decisions about their holiday selection, providing expert advice and recommendations based on their needs and preferences (Sales - approximately 25% of role).
• Promote and sell the company's portfolio of brands, products, and services, including upselling ancillary products and services to enhance the customer's holiday experience (Sales - approximately 25% of role).
• Collaborate with various departments within the business to ensure seamless delivery of the customer experience and provide operational support as needed.
• Represent the company's brands and values to the highest standards, ensuring a positive and memorable experience for every customer

Skills and Attributes:

• Excellent communication skills, with confidence and proficiency in phone, email, and text chat.
• Strong sales and customer service orientation, with a passion for exceeding customer expectations.
• Highly organised and efficient, with the ability to manage multiple tasks and prioritise effectively.
• Empathetic, caring, and patient, with a genuine desire to understand and meet customer needs.
• Adaptable and flexible, with the ability to adjust to different people, situations, and work environments.
• Self-motivated and ambitious, with a proactive approach to achieving goals and driving results.
• Team player with a collaborative spirit and a willingness to support colleagues.
• Authentic, self-aware, and conscientious, with a strong work ethic and attention to detail.
• Adventurous and enthusiastic, with the ability to inspire customers and share a passion for travel.

Requirements:

• Fluent English in written and spoken skills
• Excellent interpersonal and communication skills.
• Ability to identify customer desires through effective questioning and qualifying.
• Strive for quality work and service.
• Adaptable and fast learner.
• Happy to work shifts and weekends (as required).
• Happy to work within a team which includes remote members (if applicable).
• Experience in a sales and/or customer service setting.
• Experience working with support and CRM systems (preferably G-Suite, Intercom).

Desirable (not essential) Requirements:

• Knowledge of the ski/travel industry.
• Languages: French, German, or Spanish.
• Experience in the Travel/Tourism sectors.

Working Conditions:

• This role will involve shift work, including evenings, weekends, and public holidays, especially during peak winter season.
• The role is based in South Manchester with potential for hybrid working (depending on business needs).
• 37.5 hours per week split into shifts