Note: The job is a remote job and is open to candidates in USA. EF World Journeys is looking for an On Tour Support Coordinator to join their dynamic Emergency Response and Preparedness team. This role involves handling incoming on-tour incidents for customers and providing empathetic service while solving complicated problems.
Responsibilities
- Communicate with travelers by phone, email, or messaging and support them with on-tour issues that arise, including flight challenges, medical incidents, COVID isolation, tour quality concerns, and more
- Work in close coordination with Traveler Support, Tour Directors, and Flights and Operational colleagues to provide a supportive and cohesive customer experience
- Partner with colleagues on-call in other shifts to create a seamless handoff for the customer
- Approach every case believing that nothing is impossible – this work requires creative problem-solving, grace under pressure and a commitment to a beautiful customer experience
- Maintain consistency in process and procedure to ensure a smooth customer transition between shifts
- Work 5 shifts a week totaling 40 hours a week. Shift options for the full week (Monday through Sunday) are listed below in Eastern Time and include a 30-minute break. •Please note you will be hired into a shift slot and will be required to work that for the duration of your contract. 4 X 10 hour shifts are possible upon request and approval
Skills
- 1+ year in a customer-facing role
- You're a strong communicator who understands the importance of clear, concise, and factual written and verbal communication and you can easily adapt your style to your audience
- You keep an even keel and maintain a clear head when working under pressure
- You strive to get the job done right the first time with a keen attention to detail
- You don't take things at face value and are always asking the right questions in anticipation of what could come next
- You recognize great customer service, and you strive to provide it each day
- You have great problem-solving and conflict-resolution skills, and you can prioritize multiple cases of urgency at a time
- You want to be part of a team that motivates and inspires you
- You always demonstrate professionalism and a positive attitude
Benefits
- This role is eligible for overtime for any hours over 40-hours per week with manager approval.
Company Overview
EF World Journeys is a leader in guided, experiential travel. It was founded in undefined, and is headquartered in Cambridge, MA, US, with a workforce of 10001+ employees. Its website is https://www.worldjourneys.com/.
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