Detalhes da oferta
Introduction:
The Learning Adventure is a leading educational tour provider for school and university students, operating educational trips across the globe. The company focuses on offering bespoke itineraries that deliver prescribed learning outcomes and unique, engaging activities to inspire the next generation of global citizens.
The Learning Adventure is part of the Transforma Travel Group, a leading youth travel company. Transforma’s family of brands create culturally enriching, off-the-beaten-track, and educational adventures for travellers and students alike. Across all our brands, our mission is the same: to expand minds through transformative travel experiences.
The Role:
As a Customer Experience Specialist, you will be an essential part of our customer service team, ensuring that teachers and educational institutions have a seamless experience from the point of booking to pre-departure and post-trip. In this role, you will be responsible for preparing teachers and school groups in your allocated region, to travel all over the world. You will work closely with both the Operations team, who will be booking the logistics of the trip in destination and providing regional expertise and the Sales team, who will have worked with the client to create the trip to their satisfaction and handed over the client to you post the sale. With the support of the Trips Experience Manager, you will answer all the client queries associated with their booking, and prepare them for their educational trips, making sure they feel confident and excited about their upcoming adventures.
This is a fantastic opportunity to work in a rapidly expanding educational travel team, with internationally like-minded colleagues who are passionate about the tours that we run!
You will be responsible for:
Delivering exceptional customer support: Respond promptly and effectively to inquiries, concerns, and requests from teachers and educational institutions via phone and email, ensuring a high standard of service.
Coordinating pre-departure administration: Compile and distribute comprehensive pre-departure materials, including travel documents, itineraries, destination guides, and risk management protocols.
Ensuring consistent communication: Engage customers with timely, clear, and high-quality communication throughout the pre-departure process to keep them informed and confident.
Resolving issues proactively: Anticipate and address potential problems before they affect the customer experience, ensuring smooth and uninterrupted service.
Collaborating across teams: Partner with internal teams, including regional operations and sales, to seamlessly transition teachers from pre-departure to travel phases.
Managing the client journey: Oversee all stages of the customer journey, ensuring clarity, consistency, and service excellence at every touchpoint.
Engage customers virtually: Lead virtual pre-departure presentations to excite and inform teachers, covering cultural expectations, packing tips, and itinerary highlights.We are looking for a new member who has:
Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively and “speak their language” with educators and school administrators. You should be comfortable communicating on the phone and via email.
Organisational Skills: High attention to detail and a strong ability to manage multiple tasks and projects simultaneously, ensuring deadlines are met and details are meticulously handled.
Relationship-Building Skills: The backbone of this role is to cultivate strong, lasting connections with customers through proactive service and personalized interactions. You should be strong in active listening, empathy, and conflict resolution skills.
Team Player Work Ethic: Collaborative mindset with a willingness to work closely with other team members to provide the best possible customer experience.
Public speaking skills: Create and lead pre-departure virtual presentations for teachers to prepare and excite them with cultural expectations, packing lists, and the itinerary highlights.
To succeed in this role you will likely have:
At least 1-2 years' experience working in a customer service role, preferably within the travel or educational sectors.
Proven track record of receiving a high level of client service feedback.
Familiarity with CRM systems, customer support tools, and virtual communication platforms.
Proficiency in one or more languages other than English, is an advantage.
Knowledge of Asia, Europe and the Americas and ideally travel experience in the region.
A passion for travel! If you don't exactly meet the experience criteria but your competencies align with the description, then we still want to hear from you
What you get from us:
Support: We’ll invest time in you to allow you to succeed. It is important to us that our team members develop professionally during their time with us.
Opportunity: We are a rapidly growing company in our space and work hard to recruit internally.
Fun, growing team: Our global offices are growing – be part of the action and grow alongside us.
Further details:
You will be reporting to the Customer Experience Manager
Based in our Lisbon office with a hybrid working pattern (2 days in the office, 3 days at home)
Salary of 20,000 EUR gross, per annum
22 days annual leave in addition to Portugal bank holidays
Company-wide benefits, including discounts on our Dragon Trip Adventure Tours
To apply for the role, please email a CV and cover letter to lucy.west@transformatravelgroup.com
We look forward to receiving your application!
Transforma Travel Group is an equal opportunity employer and welcome and celebrate diversity and uniqueness in all forms.
| Distrito | Lisboa | ||||
|---|---|---|---|---|---|
| Habilitações mínimas | Não específicado | ||||
| Experiência mínima | 0-1 anos | ||||
| Idiomas | English | ||||
| Sector de actividade | Hotelaria e Turismo | ||||
| Tipo de contrato | Full-time | ||||
| Remuneração | 20,000 EUR | ||||
| Tipo de oferta | Emprego | ||||
| Contactos |
Transforma Travel Group
Av. 24 de Julho 98 1200-870 Lisboa Portugal
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