Customer Support Representative

We are Travel Curious

Travel Curious, based in London & Madrid, researches, creates and owns immersive, cultural tours and experiences in cities throughout the world. We provide our tours and experiences as a service to the premium and luxury segments of the travel industry and are privileged to name some of the biggest global brands as our partners.

Role Objective/Purpose

We are looking for a self-motivated Customer Support Representative to work as part of a team to provide an exceptional customer experience to all customers from our office located in Tribeca 44, Alcobendas, Madrid.

You and your team will also be responsible for our customer satisfaction levels and levels of repeat custom.

You will be the first point of contact for all customers regarding tours and related inquiries.

You have some understanding of the tourism sector and have a genuine passion to succeed in this fast-paced and demanding role, and you will need to be comfortable and confident liaising with a wide range of people.

For this role, we are looking for an energetic, proactive Customer Service Representative who can deal with a wide range of duties act as a brand ambassador for us in the market and build a business case for FIT bookings.

Key Responsibilities

  • Provide an industry-leading customer experience to all customers either by telephone, email or social forums such as Facebook

  • Promote and maintain excellent client relations by managing prompt and accurate responses via telephone and email

  • Assist in creating, preparing and booking complex multiple-leg international itineraries for a variety of traveller wishes in a timely manner

  • Support the fulfilment of matching guides to relevant tour bookings

  • Responsibility for complaint handling and first-call resolution in a professional manner

  • Carry out general administration on monthly payments and invoicing

  • Effectively utilise computer systems to ensure consistency, quality and adherence to processes and procedures

  • Obtain and handle sensitive information from customers e.g. card details

  • Ability to source and negotiate with suppliers and partners all around the world

  • Proactively monitor systems and report back anomalies

  • Build structure, processes and business case for FIT bookings

Personal Skills and Key Competencies

  • Excellent communication and negotiating skills, written, spoken and listening

  • Customer service orientation

  • Ability to stay calm and professional under pressure

  • Strong problem-solving skills

  • Proactive mindset with the ability to think 'outside the box'

  • Provide accurate individual and team reports with attention to detail

  • Ability to use initiative

  • Ability to deal with multiple tasks simultaneously

  • At Travel Curious we have a great story to tell and this is just the start of what is set to be a very exciting journey for this start-up business - so we're looking for an individual that wants to be a part of this journey.

  • Our culture is very dynamic and entrepreneurial and offers genuine scope for progression and development

Education & Experience

  • A mature, confident and tenacious personality.

  • Ability to multitask and prioritise in a fast-paced environment.

  • Experience working within a start-up environment, advantageous

  • Right to work in Spain or EU citizen

  • English-level native or bilingual

  • Minimum of 2 years customer service experience gained within a customer contact role

  • Have good computing, keyboard skills and internet navigation skills

  • Experience within the Tourism Industry, ideally specifically within the Tours & Activities sector

REPORTING INTO: COO

DEPARTMENT: Operations

LOCATION: Carr. de Fuencarral, 44, Edificio 1, 28108 Alcobendas, Madrid, Spain

WORK HOURS: 40 working hours per week. 5 out of 7 days

SALARY: €24K gross per annum

  • This is a description of the role as it is presently constituted. It is company practice to review all job descriptions regularly and to update them where necessary to ensure they are a true reflection of the work being undertaken or to incorporate changes where they are found to be inaccurate. This will be undertaken by the manager and job holder.

You will therefore be expected to participate fully in such discussions to reach an agreement on any changes felt to be necessary. If agreement is not possible, management reserves the right to insist on changes to your job description in line with company objectives or business requirements, after consultation with you.