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Revenue

The Indie Campers Revenue team works across the user lifecycle to develop a compelling global marketplace and community around road trips. We employ data and insights to help us best acquire, engage, serve, monetise and retain travellers and hosts across all of our territories to ensure that our customers are able to go on amazing road trips around the world. The Revenue team consists of our Customer Excellence, Marketing, Supply, Revenue Management and Data teams, so the work you do will depend on your particular blend of skills but will always be customer-centric, data-driven and collaborative as we work on increasing customer choice, value and satisfaction. If you are someone who wants to be part of an exciting multi-cultural, high-growth business and is able to bring their drive and ownership to creating incredible experiences for our customers, we want to hear from you.

Mexico City

We are creating a single, centralised office in Mexico City to manage our business and operations for our US market. It is a place where cross-functional teams, as Costumer Support and Operations, meet informally and co-create the future together.

The Role

As a Booking Specialist, you will be part of the Customer Excellence team and will interact and engage with our customers. By getting this position you will be responsible for guiding the customers throughout the Indie Campers journey, assisting potential customers that are willing to spend their time on holidays in a life-changing experience, and helping them to complete reservations. You will also manage the customer enquiries about our product and services. The Booking Specialist is also present while the customer is on trip, preventing incidents and if needed provide the required assistance. After the completion of the road trip you will also assist with any info or follow up required to ensure the best customer experience.

 

What you´ll do:

  • Address and provide support to customers across different channels of communication: phone support, email, live chat and social media (written and verbal communication)
  • Comply with SLAs and ensure all assigned tickets are resolved well within deadline (KPIs)
  • Provide the best product and service according to customer profile, focusing on problems and incidents solving
  • Keep records of customer interactions, process customer accounts and file documents
  • Assist on up-selling and cross-selling in order to provide the best customer experience
  • Use your analytical skills to manage reservations in our platform ensuring an accurate booking sheet with correct data
  • Provide insights to management to improve customer experience and improve established processes and procedures
  • Work along with other teams, ensuring clear communication and accurate workflows

Who you are:

  • >1 year of experience in customer support roles (contact centre preferred)
  • Available to work in rotative shift (Monday-Sunday from 7am until 12am)
  • Fluent in English (mandatory) and Spanish 
  • Familiarity with CRM systems and practices
  • Comfortable on answering incoming phone calls and respond to customers online
  • Customer service – Strong customer service skills because this is a customer-oriented role
  • Computer skills – Proficient on using reservation systems tools + managing customer data
  • Problem-solving skills – Ensure reservation process runs smoothly
  • Multitasking – Answering incoming phone calls + respond to online inquiries simultaneously

What we offer:

  • A dynamic position in a young, fast-growing and innovative company
  • Continuous training and coaching to develop your skills
  • Competitive package including private health insurance, Indie Benefits and book free roadtrips across North America and Europe (subject to availability)
  • International and informal work environment



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