Swoop Patagonia Customer Experience Coordinator

Salary: £24,000 - £27,000

Location: Chile (Remote) Work from Home

Hours: Full time

About Swoop

Swoop is a global community of adventure travel enthusiasts that has helped over 10,000 people to experience the extraordinary landscapes and wildlife of Antarctica, Patagonia and the Arctic. Since our foundation in 2010 our success has been built upon our specialist knowledge of tourism in our regions, our commitment to doing the right thing for people and planet, our ambition to shape the travel industry for the better, but most of all our connectedness as a global team.

About the role

Swoop is on the lookout for a dynamic and skilled Customer Experience Coordinator, with a passion for travel and exceptional customer service, to assist customers and personalise their preparation for their upcoming adventures in Patagonia. This role is perfect for someone driven by customer service and relationship building. You'll need outstanding interpersonal and communication skills to complement your commitment to customer excellence to excel in this role. Swoop is seeking a self-starter who is a team player, with an infectious enthusiasm that shines through on the telephone, video, and email to engage and energise customers. You'll also be tasked with assisting with broader duties, such as nurturing close working relationships with our key partners and contributing to company-wide projects from time to time.

Key responsibilities

• Identifying our customers' needs
• Understanding the customer journey and providing support from the moment they book until they return home
• Being the first point of contact, responding to customer queries via various communication channels including telephone, video, email, and WhatsApp
• Building strong relationships with our customers and key partners
• Ensuring our Customer Relationship Manager system is updated and accurate
• Creating documentation to ensure all information is correct and accurate for the customer
• Providing support to our customers at their destination, working one weekend every 4 weeks
• Engaging in continuous learning to enhance expertise in our incredible destinations

About you

You should possess prior experience in a customer-focused environment, preferably within the travel industry, with a keen emphasis on fostering relationships, maintaining accurate documentation, and effective prioritisation.

As an individual, you should exhibit conscientiousness, tenacity, and self-reliance, demonstrating a results-driven mindset and a dedication to seeing tasks through to fruition within tight deadlines. Collaboration is key, and you should thrive as a team player, working collaboratively with others to achieve shared objectives.

Excellent communication skills are essential, as you will regularly engage with both customers and colleagues, ensuring clear and effective communication channels. Your overarching aim should be to guarantee every customer enjoys a memorable experience.

Strong organisational, time management and planning abilities are crucial, coupled with adept problem-solving skills and meticulous attention to detail in administrative tasks.

Moreover, a genuine passion and enthusiasm for Patagonia, with knowledge of one or more of the following regions - Aysen, Los Glaciares, Chilean Lakes, Tierra del Fuego or Torres del Paine. Be able to showcase your knowledge and understanding of outdoor activities such as hiking

A rapid learning ability is highly desirable. You should be an attentive listener with proficient English writing skills.

Additionally, proficiency in computer literacy, particularly with experience in Google Applications, is advantageous.

Employment details

• Base Salary £24,000 - £26,000 depending on experience plus company bonus
• Twenty-five days paid holiday, in addition to your birthday and public holidays
• Flexibility regarding hours and place of work, if needed
• Benefits include:
• Company laptop and phone
• Monthly company bonus
• Wellbeing support
• Opportunity to travel to Patagonia
• Opportunity to work-and-travel
• Annual Swoop Summer Adventure
• Whilst this role primarily operates remotely, we believe in the value of face-to-face interactions for team collaboration, training and meetings. Therefore, occasional visits to our vibrant offices in Bristol are not only welcome but may also be required for training sessions, team building activities and important meetings.
• This is a full-time role working 37.5 hours per week. The working hours window for this role is 7am to 1opm Monday to Friday; hours are allocated on a rota basis. This allows us to effectively communicate with our customers across different time zones. You’ll also be required to work one weekend a month, on an on-call basis, for which you’ll be given time back during the week.

How to apply

If you feel you’ve got what it takes, please apply now. The closing date is 5th May 2024

Supporting you to be yourself

Swoop is committed to creating a diverse environment and is proud to be an equal opportunity employer for all Swoopers all over the world. All qualified applicants will receive consideration for employment without regard to race, colour, religion, identity or expression, sexual orientation, national origin, disability, age, or veteran status. We support Swoopers to feel they can be absolutely themselves, because only then, we will get the best out of each other.

Job Types: Full-time, Permanent

Pay: $27,291,616 - $32,025,153 per year