Customer Service Agent

Description

The Customer Service Agent will be responsible for providing high-quality customer service by assisting customers with making travel reservations, managing bookings after confirmation, ensuring the smooth operation of booked experiences, and managing feedback after the experience.

Mission: Ensure the success of our relationship with customers throughout all aspects of their customer journey, meeting high service standards and contributing to the smooth operation of our experiences.

Responsibilities

• Respond promptly to customer inquiries by providing relevant information about our products and communicating with customers through various channels.
• Process orders and transactions
• Ensure that customers and our partners are prepared for bookings that have been confirmed
• Manage the internal operations of all experiences in collaboration with our Product Team and partner tour guides
• Deal with issues, complaints, changes and refunds in a professional and timely manner
• Share customer feedback with the Customer Experience Manager to contribute to product improvement
• Keep records of customer interactions, transactions, comments, and complaints.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Contribute to developing, creating and updating Standard Operating Procedures (SOPs) and customer service tools
• Work with our Customer Experience Manager for all the above responsibilities

Requirements

• Experience in the tourism industry (ideally as a tour operator or in a hotel, 2+ years)
• Excellent written and spoken Armenian, English and Russian language skills required (French is a plus)
• Skills and experience in customer relations
• Excellent work organization and time management skills
• Understanding of accounting and finances
• Passion for maximizing customer satisfaction

Additional Notes

Time Commitment: Full-time, long-term, flexible hours (max. 40 hours per week).
Location: Yerevan, Armenia.

How to apply

Please submit a copy of your CV by May 31, 2022. Interviews will be held in person in Yerevan. Only short-listed candidates will be contacted.