Customer Support Associate

About Us

Traditionally, booking an organized tour was a tedious and time-consuming process. Where will I stay? What activities will I do? What meals am I going to have? What operator can I trust? TourRadar transforms this experience by making booking multi-day adventures seamless and timely. Partnering with 2,500+ operators to offer over 50,000 adventures in 160+ countries, we've revolutionized the travel industry.

Founded in 2010, TourRadar was the first to transition multi-day tours to an online marketplace, establishing ourselves as the leader in the industry. In 2021, we redefined the landscape again by launching the Adventure Booking Platform—a revolutionary tool connecting travelers, operators, and travel agents to organized adventures through one powerful platform.

With 40+ different nationalities in our team and offices spanning Europe, North America, and Australia, we deliver an unparalleled booking experience. Our culture of innovation fosters exceptional talent, and we're looking to scale our team with individuals who share our passion for reshaping the future of travel.

Essential Duties

• Engage customers through calls, live chat, and email to understand their needs, recommend the adventure that best fits them, and support them through a smooth booking journey.

• Provide customer Support via Live Chat

• Provide customer Support via Email

• Back-end administrative task support for Customers

• Support team to ensure swift resolution to customer issues

• Ensure all client KPIs and SLAs are met on a timely manner

• Co-ordinate reporting to customer and local leaders and ensure accurate and on time delivery of reports to clients

• Perpetuate a positive, proactive, team-based culture within the team through regular and effective communication

Continuous Improvement

• Instil and lead with Client Values and Behaviours.

• Embrace training and development opportunities in order to continually improve industry, product and service knowledge.

• Contribute to building a strong team ethos that facilitates continuous improvement and the creation of a high-performance culture.

• Participate in forums to generate ideas and suggestions for improvement and help to test those improvements in own work area

• In additional to having good knowledge and skills in own area, use an appreciation of how the performance of own area has an impact on customers and their wider business process to guide own work activities

Qualifications

• College/Bachelor's Degree in a related discipline or equivalent

• Comfortable working with goals, KPIs, or conversion targets while maintaining a customer-first approach.

• 1-2 years' experience related to generating sales and ideally travel assistance.

• Exceptional oral and written communication skills. Must be fluent in English.

• Quick Navigation Ability, Web Savvy, Coordinating experience

• Multitasking: Ability to Toggle Between Screens/Tools

• Intermediate Excel, Word, and PowerPoint skills

• Background in hospitality, retail and customer service will be advantageous

• Demonstrated sales ability

• Open-minded, love challenges, and know the value of travel

• Can do multi-tasking, happy to work in multiple systems

• Resourceful (You don't know the meaning of "I can't find the answer")

• You can think on your feet and are an expert problem solver (even when there is no documentation or instructions).

• Customer-service oriented (You are committed to providing a level of customer service that is second-to-none)

• Can work on a rotating roster over 7 days of the week

• Good to have but not a must have - experience travelling abroad, taken a multi-day tour or are familiar with how these operate

If this sounds like you, we'd love you to apply

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity. As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work.

All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps