Job Description

About Us:

Expat Explore specialises in Group Travel. We aim to give travellers a life-enriching


experience through travelling the world together. As we continue to grow and expand our


team, we seek a highly skilled, experienced individual to help drive our efficiency. We


believe in fostering a diverse and inclusive environment where all employees can thrive.


Our commitment to inclusion reflects our values, culture, and everyday practices.

Our Core Values:

Our values shape the way we work and define the people we want to join us on our


incredible and exciting journey ahead of us:


Always Ready To Help Being Trustworthy Solutions Before Problems Family-Style Hosting Show respect, Earn Respect

Mission:

The mission of the Traveller Information Coordinator is to engage with customers to


ensure they are fully prepared for their tour(s) and that their information is collected,


stored and passed to the operations team well in advance. This means providing the


necessary documentation and answering all questions and concerns that may arise.

The Opportunity:

We seek a dynamic and organized Traveller Information Coordinator to join our team. You


will have an excellent eye for detail and have a passion for laborious and repetitive tasks.


You should be a great communicator, working closely with our operations team, the COT


Process and your Customer Service Team Leader.


This role is ideal for someone who thrives on working independently and is a self-starter.


The environment we work in is fast-paced, and a team player who is eager to deepen


their knowledge of the tourism industry and its processes is preferred.

Key Responsibilities:

Maintaining Customer Records: Accurately document and store customer information in

the company's system.


Making Bookings where required: Assisting with bookings, processing payments, issuing


refunds if applicable.


Staying Informed on Policies: Keeping up to date with the company's policies, products,


and processes to offer accurate information and support.


Handling Customer Inquiries: Responding to customer questions via phone or email


promptly and helpfully.


Providing Product/Service Information: Offering detailed and accurate information about


the company's offerings to assist customers in making informed decisions.


Escalations: Ensuring customer requests are resolved by following up on pending issues


or providing further assistance and/or transferring complex issues to supervisors or


specialized departments when necessary.


Ensuring Customer Satisfaction: Aiming to leave customers satisfied with the service


provided and fostering positive relationships for repeat business.

Skills and Experience Required:

Organizational Skills: Strong ability to organize their task list, manage time
effectively, and prioritize responsibilities.


Attention to Detail: Keen eye for detail to ensure all customer queries are attended
to and provide excellent customer service.


Communication Skills: Excellent verbal and written communication skills to
effectively coordinate with team members and customers.


Problem-Solving: Ability to identify issues and escalate them appropriately to
ensure timely resolution.


Adaptability & Resilience: Comfortable working in a fast-paced setting and
managing multiple tasks simultaneously. Able to respond to shifting priorities and


processes


Team Collaboration: Ability to work in a collaborative team environment.

Ideal Candidate:

Strong communicator with a proactive mindset. Excellent verbal and written communication skills. Thrives in a fast-paced environment. Has a basic understanding of G-Suite and its applications such as Excel, Word etc. Has a minimum of 2 years of Customer Service experience in the Travel Industry or
Similar.


Has experience working in a Ticketing System such as Freshdesk, Zendesk, etc. Has experience working with Task Systems such as Asana, Monday.com, etc. Has administration experience for 4 years or more.

Benefits:

Opportunity to work in a dynamic and growing team. Gain experience in Customer Service and working with a collaborative team. Work in a hybrid environment.



If you are organized, proactive, and excited about working as part of a team focusing on


Customer Service excellence, we would love to hear from you!

Equal Opportunity Employer

Expat Explore and its family of business are equal opportunity employers and welcome


applicants from all backgrounds, regardless of race, colour, religion, sex, national origin,


age, disability, status, or any other characteristic protected by law. We celebrate diversity


and are committed to creating an inclusive environment for all candidates and


employees. Even if you feel you do not fulfil all of the criteria, please apply as you may still


be considered for other roles within our organization in the future.