Customer Relations
vor 1 Woche
TourRadar is a Series D, venture-backed Adventure Booking Platform disrupting a $200 billion industry. Revolutionizing how multi-day adventures are booked, we provide Operators with a platform that helps them manage, market and sell their organised adventures to travellers directly (B2C) or via distribution partners (B2B2C) worldwide.
Traditionally, booking an organised tour was a tedious and time-consuming process. Where will I stay? What activities will I do? What meals am I going to have? What operator can I trust? TourRadar makes booking multi-day adventures seamless and timely, partnering with 2,500+ operators to offer more than 50,000+ adventures in 160+ countries. Founded in 2010, TourRadar was the first to transition multi-day tours to an online marketplace, making them the leader in the industry. In 2021, TourRadar further revolutionised the industry by introducing the Adventure Booking Platform, connecting travellers, operators, and travel agents to organised tours through one platform.
With 30+ different nationalities in our team and with offices in Europe, North America and Australia, we work to deliver the best possible booking experience. Launched in 2010, we proudly develop and innovate exceptional talent and we are looking to scale our team.
We are currently looking for a Customer Relations & Retention Agent (Full-time) to join our team in Vienna. Customer Relations & Retention Agents are responsible for overseeing and handling customer complaints, feedback and reviews across all TourRadar enquiry and feedback channels as well as Social Media. You will strive to have all concerns resolved with suitable solutions in a timely, organised and professional manner with a high level of customer service to ensure that the satisfaction and loyalty of customers are maximised. You will have the ability to efficiently liaise with key internal and external stakeholders to provide effective and consistent results within our Service Level Agreements.
Tasks
**Your responsibilities**:
- Effectively manage and resolve complaints in line with Customer Relations goals
- Handle escalated files from the Support team and work on a resolution for the traveller and operator
- Manage and respond to public review channels such as Facebook and the BBB
- Monitor and action incoming feedback and enquiries from Social Media as needed
- Ensure customers come first by collectively resolving issues in a professional manner
- Make decisions for complaint related compensation to reduce financial or brand impact
- Work with the Customer Relations Team and other teams within TourRadar to optimise processes and handling of customer issues and feedback
- Be the voice of Customer stakeholders on web, marketing and Customer Support project squads, contributing feedback and knowledge from customer experience surveys, complaints and interaction monitoring
- Deliver unified TourRadar brand voice guidelines for responses to customers across reviews, complaints and escalated customer interactions
**Requirements**:
**Who you are**:
- You speak native German
- You have strong communication skills: Highly developed written and verbal communication skills are essential
- You have strong relationship building skills with key internal and external stakeholders
- You are analytical and have strong problem-solving skills
- You love to pay attention to detail
- You are able to work both independently and as a team
- You are experienced within the Customer Service industry
- You have a minimum of two years of experience in handling complex customer complaints or dispute resolution
- Experience within the Travel Industry is a plus, but not essential
**Benefits**:
What can you expect?
- Awesome Office: Located in the heart of Vienna's 1st District, our headquarters and its surroundings are second to none when it comes to atmosphere. Every day we enjoy an open office floor plan, complete with our “barketing department”, foosball games, and deluxe coffee machines that keep us buzzing.
- Location: Vienna is a thriving startup hub, with ample opportunities to grow your network and enjoy the benefits of a city ranked number one for Quality of Living for ten years running Affordable for families and young professionals, filled with nature parks, a lively restaurant scene, rolling vineyards, and plenty of art, culture, and events to enjoy on your weekends.
- Flexibility: Work from home, or our beautiful office and enjoy flexible working hours that allow you to structure your days how you please.
- Office Exchange: As we're privileged to have three offices across the globe (Vienna, Toronto, and Brisbane), we encourage everyone to make use of our Office Exchange program. You will have the chance to get to know your colleagues better and become a local in a new city.
- Diversity: Thrive in an international work environment that has more than 35 different nationalities under one roof. English is our official working language, but keep your ears p
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