Managing Director for Wealth Custody and Clearing overseeing client experience and advisor support strategies. Leading innovation and operational excellence across the global service model.
About the role
- Customer Care Specialist overseeing pre- and post-trip customer experiences at Intrepid Travel. Managing feedback and promoting excellence in customer service to enhance guest interactions.
Responsibilities
- Oversee the customer experience both pre- and post-trip.
- Handle guest feedback and complaints and work to restore their faith in our business through fair and reasonable outcomes for all stakeholders, including direct guests and agents.
- Champion and promote the importance of every guest interaction and thrive in customer excellence and retention.
- Ensure guest feedback is used to drive change and recognition across the business.
- Turn negative experiences into positive ones for our guests.
- Ensure the highest level of communication with guests before and after their trips.
Requirements
- Minimum of 3 years in a fast-paced customer-facing environment and working in a multi-channel customer-facing platforms
- Personal/professional hiking experience to Wildland’s travel destinations and travel industry experience
- Highly organized and communicative – must be able to interact effectively at all levels, both internally and externally and both written and verbal
- Ability to perform in an environment with ambiguous situations, rapidly changing priorities and competing deadlines
- Proven record of making well-informed decisions
- Ability to resolve conflict and high risk/sensitive cases whilst remaining empathetic and calm
Benefits
- Flexible work arrangements, work-from-home and the ability to 'work from anywhere' 4 weeks a year
- A free Intrepid trip every year, plus generous discounts for families, and close friends
- 5 extra days of leave a year for use on Intrepid trips
- A minimum of 10 weeks paid parental leave for all parents, and other additional leave provisions.
- Access to e-learning platforms, professional development and mentor programs
- 20 hours of volunteer leave every year to use on causes most important to you
- Employee Assistance Program, a 24/7 service that offers counselling for you and your family
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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