Customer Operations Specialist

At Exodus, we love adventure travel and always have. We first took a group of travelers to the Himalaya 50 years ago and have since expanded to every continent of the planet. Today, we offer hundreds of itineraries across the globe, focusing on responsible travel that supports local communities and preserves the environment, while aiming to provide meaningful experiences to all who travel with us.

We are looking to hire a Customer Operations Specialist to join our team! Reporting to the Customer Operations Team Lead, you’ll assist all Exodus clients from the point of booking through to their departure, providing clear communication to all suppliers and delivering excellent customer service.

What we’ll offer:

• Medical, dental, and retirement benefits.
• 25 days of vacation time, Birthday PTO, Volunteer PTO.
• Educational travel opportunities.
  
  

What you’ll do:

• Answering incoming and outgoing calls, and email communication within agreed service levels, while always delivering exceptional customer service.
• Responsible for end-to-end contact of the customer operations process while maintaining customer relationships throughout.
• Ensuring services are booked within a reasonable timeframe and liaising with internal departments and local operators to facilitate a speedy confirmation from initial contact to completion.
• Liaise with internal departments to communicate improvements to the website/product when receiving feedback from customers.
• Maintain ongoing relationships with customers after the point of sale to ensure customer retention, follow-up calls on returning from tours, etc.
• To participate in company training and development opportunities.
• Using phenomenal relationship skills to form flawless working relationships with sales, product, marketing, and commercial teams.
• Responsible for supplier communication to ensure all services are provided as booked.
• Participate in regularly scheduled customer operations meetings with improvement suggestions within your area of expertise, as well as no manager meetings.
• Assist other departments whenever vital, which may include administration duties and/or customer service duties (customers returning from their tours).
• Balance priorities, have a high attention to detail skills and work under pressure.
• Working statutory holidays, evenings, and weekends if required.
  
  

What you’ll bring:

• Experience in a multichannel customer-facing environment, with comfort in both inbound and outbound contact in the travel or hospitality industry.
• Friendly and approachable, able to prioritize workload while maintaining a flexible and proactive approach to responsibilities, whether working autonomously or as part of a team.
• Strong organizational and communication skills, with initiative, high accuracy, and genuine attention to detail.
• A strong communicator with a keen eye for detail, a love for organization, and satisfaction in meeting deadlines and achieving objectives.
• A passion for travel.
• Competence in assisting with client requests and questions efficiently.
• Ability to prioritize workload on a day-to-day basis.
  
  

We believe people perform best when they can be their true selves, and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

Travelopia ensures an inclusive workplace for all. If you need accommodations during the recruitment process, please inform us here: [email protected]