Why this job is excellent:

Viator is the world’s leading resource for researching, finding and booking tours and travel experiences worldwide.

Customer Service Advisors, co-ordinate for all Viator retail travel distributors/agents from the booking process to basic technical support and troubleshooting, ensuring the highest form & delivery of customer care to the customer, agent & supplier

What you'll do:

Frontline Customer Care for the company, both email and phone work. Servicing booking requests, placing reservations by phone, inquiries by email and phone, administration and sales

  • Communication to Customer Care Manager in relation to all customer care & support issues
  • Use initiative to ensure product information from bookings and assistance requests is up to date and forwarded to product team if needed
  • Liaise with Market Sales Co-ordinators and Market Sales Managers where necessary
  • Accurate delivery of booking information into various in-house software solutions
  • Time management of effective customer care delivery
  • Maintenance of existing Customer Care tools (databases, manuals, in-house forms)
  • Continuing improvement to customer care administration and work methods
  • Effective “handover” to following Customer Care staff members – clear, concise and detailed information
  • Special project / product work when required
  • Point of contact (on a rotating basis) for retail travel distributors, customers, agents & suppliers in relation to all Viator product and the online booking process
  • Logging and collating all system and product errors
  • Control (on a rotating basis) of the online booking / cancellation / amendment procedures

 What you'll bring to the team:

  • Fluency in German and English, both written and spoken
  • Ability to work shift patterns, including some weekends
  • Experience of reservation systems would be preferred
  • Experience of taking calls and writing emails in a Customer Support environment
  • Any sales experience also advantageous

We want you to feel like you’re travelling with an insider, everywhere you go, every time you travel.

That's our main goal here at Viator.

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