Merida

Customer Service Representative

Position Summary

The Customer Service Representative provides direct electronic and telephone support to passengers and Explorica personnel with questions related to tours.  This role will support and liaise with the sales and accounts teams.

Responsibilities

• Provide prompt and accurate phone service to customers (both internal and external) based on knowledge of tour terms and conditions and other pertinent company information
• Provide prompt and accurate email responses to customers (both internal and external) based on knowledge of tour terms and conditions and other pertinent company information
• Ability to quickly learn new systems and become proficient with tour activity in Traveler Admin System (TA)
• Build relationships with the Sales and Accounts teams to follow up on account manager activity in TA such as registration, application processing, travel protection, overpayment refunds, cancellation refunds, tour balances, adjustments required and stipend application
• Work as a team with other Explorica staff to develop process improvements with new reports and TA account manager system entries
• Assume additional responsibilities as requested.

Requirements

• Speak and write English fluently
• Highly motivated with strong work ethic
• Willingness to put in extra hours during peak periods
• Ability to multi-task projects and responsibilities and strong prioritization skills.
• Ability to follow through tasks to completion
• Strong communication skills including the ability to work with challenging personalities
• Strong assessment skills and ability to think and respond quickly
• Pleasant phone manner and written skills displaying enthusiasm, kindness and patience