GUEST EXPERIENCE COORDINATOR: GROUP TRAVEL
Format: Salaried, Full Time
Salary: USD 18,000 / Year
Based: Remote, preferred time zones between GMT-6 and GMT+2
Start date: ASAP
JOB SUMMARY
As Guest Experience Coordinator you will be the external voice for OUR CLIENT, overseeing and
expertly managing the customer experience for our valued community. You will do this by
providing guest support, overseeing the deployment of guest and trip comms, and fielding
inquiries in a positive way that supports in promoting customer happiness and retention. You
will be responsible for delivering the world-class service necessary to ensure the success of
our brands. You will build and own all inbound contact processes and answer guest and host
queries via HubSpot, our CRM platform. You will achieve a ‘one-touch resolution’ for
customers, ensuring their query is resolved in one exchange. The suitable candidate must
have a positive attitude, highly polished communication skills, and a demonstrable passion
for best-in-class customer service. The ability to cover North American time zones is an important
component of this role. Fluent professional English, both written and spoken, is required for
this role. Experience with HubSpot, Monday.com, Google Drive, and Slack preferred.
RESPONSIBILITIES
● Be the external voice and brand champion for OUR CLIENT, fielding inquiries in an efficient
and positive way that supports in promoting customer happiness and retention
● Lead inbound client response via an omnichannel system (email, web form, social,
etc.), addressing client requests for service and/or information on trips, pricing,
refunds, etc., ensuring customer needs are met within defined SLAs
● Use polished communication skills to flex response style in line with varied brands,
hosts, and communities in the relevant brand tone of voice
● Enter and update customer data, maintaining accurate and up to date records at all
times
● Ensure prompt and accurate communication across relevant teams to efficiently
address customer inbounds.
● Own HubSpot ticketing system, ensuring each ticket is assigned and responded to
promptly and effectively
● Proactively collaborate with OUR CLIENT teams to improve FAQs that address frequent
customer queries
● Ensure all customer contact complies with the ABTA code of conduct
● Create and maintain service scripts and training documents to ensure the wider team
is able to support as necessary during busy periods
● Alert management to service concerns not resolved in a timely and acceptable
manner
● Practice continual self-development, focusing on expanding your knowledge of the
travel industry including travel law
● Tirelessly monitor all communication channels
● Look for opportunities to provide above&beyond service to our guests and hosts
● Support the 24/7 emergency line for guests on trips, on a rota basis
● Own outbound guest communications, including pre-departure emails, payment
requests and balance dues, and guest information reminders, following up as needed
● Other tasks as required
SKILLS
● At least 2+ years of customer service experience in a fast-paced, high-volume
environment, group travel industry preferred
● Self-motivated, proactive, and highly organized with the ability to manage multiple
projects simultaneously
● Passionate about customer experience and delivering next-level customer service
● Experience with CRM database and/or ticketing software management
● Professional-level English and skilful writer with the confidence and ability to
communicate effectively and professionally
● Possessing of emotional intelligence and empathy
● Clear and professional telephone manner and ability to adapt to varying spoken and
written tones of voice depending on the brand
● Strong data entry and record-keeping skills and impeccable attention to detail
● Highly numerate with strong commercial expertise
● Ability to operate in a fast-paced environment and work under pressure, possessing of
the ability to set priorities and meet deadlines
● Must be team oriented, motivated, and possessing of a can-do spirit
● Culturally minded, finger on the pulse of trends in fitness, health and wellness, fashion,
food, sport and current events
● Knowledge of geography and international destinations
● Hospitality experience preferred
● Additional language skills, particularly French, Spanish, and/or Italian, preferred
