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.

Company օverview

Address

80 Tigran Mets str., Yerevan, Armenia

Website

https://www.onearmenia.org/

ONEArmenia, or 1A for short, is a for-purpose organization based in Yerevan and Los Angeles that since 2012 has raised over $7 million to support socio-economic projects in rural Armenia. Our sustainable and transparent projects in agriculture, tech and tourism have all had one goal — accelerate job creation and give local people the opportunity to improve their standard of living. Now, we’re switching gears to introduce Armenia to the world as an alluring destination for experience travel while staying true to our values and goal of creating fair employment opportunities for local people. Our vision is an Armenia that transforms the souls of travelers with experiences that combine the country’s age-old traditions with modern sensibility. Our mission is to elevate Armenia’s best cultural, environmental, adventure and wellness experiences to world-class standards, and make them accessible to travelers seeking transformation.

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