Customer Service & CEO Coordinator
Apply for this position Department : Operations Location : Galapagos , Ecuador
The Customer Service & Ceo Coordinator is responsable for the entire passengers experience on the Galapagos tours in land and sea.
Must take lead in solving timely issues related to Customer Service regarding passengers, suppliers, Ceos (Tour leaders).
Attend all customers requests and complains on tour and provide extra services such as transfers from / to Baltra airport and general travel information in Galapagos.
Incident management on tour : sick / hospitalized passenger assistance, insurance travel assistance (property lost), any accident assistance to any local authority and others through the Incident Report in the system involving the Galapagos Operations Manager, Regional Operations Manager and Incite department to upscale critical cases and decision making on further solutions.
Ensure all suppliers (hotels, restaurants, yachts and speed boats) are aware of all medical and dietary restrictions of the customers in each trip.
Execute reconfirmations prior to passenger arriving in advance.
Consolidate data from the emergency phone report, post tour reviews and NPS feedback to proactively propose corrective actions with the stakeholders involved to improve the customer experience.
Investigate information provided by negative reviews from the customers post tour to take action.
Execute periodically inspection to all suppliers (hotels, restaurants, yachts and speed boats) to ensure actions has been taken in consideration from the open investigations.
Accountable for the quotation, inventory, procurement and replacement of the aquatic activity gear (wetsuit, mask, snorkel and fins) on board in each trip.
Provide support to Ceo Manager : assigning representatives for transfers, supporting with all last minute operational issues and other assigned tasks.
Provide updated documentation and forms about the trips for the customers.
Support Ceos with the facilities needed to perform the briefings : audiovisual equipment, lecture material and others.
Ensure proper branding throughout tour, transfer services, crew members and speed boats.
Participate in the emergency phone rotation and fulfilling the issue report while on it hands.
24 / 7 available for emergency cases.
2+ years experience in customer service and / or facing customer complains in tour operators or travel companies. (Required)
Advanced English and Spanish language skills both written and oral.
Operations and logistic knowledge of Galapagos destination.
Knowledge of Google Docs and Sheets.
Compassionate, empathic and understanding of customer needs.
Ability to work independently with initiative; identify errors and inefficiencies in the work process; and the confidence to make decisions to solve problems.
Ability to adapt to an environment that is subject to constant change with a positive and team orientated outlook.
We thank all interested candidates however only those chosen for an interview will be contacted.
QUALIFIED APPLICANTS MUST HOLD APPROPRIATE CITIZENSHIP OR DOCUMENTS PERMITTING THEM TO RESIDE AND WORK IN GALAPAGOS
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