Job Title: Customer Service Consultant (German Language)

Company: Intrepid Travel

Location: Colombo, Sri Lanka

Salary: LKR 75,000 – 100,000 per month

About the Job:

Intrepid Travel was born in 1989 with the simple mission to create positive change through the joy of travel. More than 35 years later, we’re proud to be a certified B Corp with hundreds of trips in over 100 countries. After all these years, we’ve stayed true to our mission, ensuring our adventures are good for the places we go, good for the communities we visit, and good for our travelers. That’s why we carbon offset all our trips and support local communities, but we’re not stopping there. We want to be the best travel company not just in the world, but for the world.

The World Needs More Intrepid People:

As a Customer Service Consultant – German Language, you’ll provide the best service to our customers, bringing your unique personality to every interaction! You’ll be the first point of contact for a diverse range of global customers who use email and Live Chat to seek information about our trips.

In this position, you’ll handle customer bookings in our reservation system with a high degree of accuracy. You’ll also liaise with direct customers and global travel agents during the pre- and post-booking process. Most importantly, your proficiency in German and English will drive an overall exceptional booking experience!

This is a full-time permanent position, where you will work in our office in Colombo, Sri Lanka. To provide the best experience to our people, this role would operate in our office with the opportunity to work from home on occasion.

Key Responsibilities:

1. Customer Interaction:
   • Serve as the first point of contact for global customers via email and Live Chat.
   • Provide accurate and timely information about our trips, addressing all customer inquiries and concerns in a professional manner.
   • Bring your unique personality to every interaction, ensuring a personalized and engaging customer experience.
2. Booking Management:
   • Handle customer bookings in our reservation system with a high degree of accuracy.
   • Liaise with direct customers and global travel agents during the pre- and post-booking process to ensure all details are correct and meet customer expectations.
   • Resolve any booking issues or discrepancies promptly and efficiently.
3. Customer Service Excellence:
   • Maintain a high standard of customer service skills, providing professional advice to a wide range of individuals.
   • Ensure an exceptional booking experience by leveraging your proficiency in German and English.
   • Address and resolve customer complaints and feedback in a positive and constructive manner.
4. Administrative Duties:
   • Maintain detailed and accurate records of customer interactions and transactions.
   • Ensure compliance with company policies and procedures in all customer interactions and bookings.
   • Assist with other administrative tasks as required to support the customer service team.
5. Team Collaboration:
   • Work closely with the customer service team and other departments to ensure seamless service delivery.
   • Participate in team meetings and contribute ideas for improving customer service processes and practices.
   • Support team members by sharing knowledge and expertise.

Qualifications and Skills:

• Language Proficiency:
  • Excellent German and English language proficiency: writing, reading, and speaking are essential.
• Experience:
  • Minimum 2 years’ experience in telephone and/or web-based customer service.
  • Minimum 2 years’ sales or customer service experience in a Live Chat or e-commerce environment is beneficial.
  • Travel industry course or experience within the travel industry preferred.
  • Experience working with computer-based booking systems.
• Customer Service Skills:
  • High standard of customer service skills and the ability to provide professional advice to a wide range of individuals.
  • Attention to detail and effective time management and prioritization skills.
• Technical Skills:
  • Proficient in using computer-based booking systems and general computer applications.
• Personal Attributes:
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Excellent collaboration skills in a multicultural setting.

Benefits:

• Competitive salary ranging from LKR 75,000 to 100,000 per month.
• Health and wellness benefits.
• Opportunities for professional development and career advancement.
• A supportive and inclusive work environment.
• Employee recognition programs and performance incentives.

Additional Information:

• Work Environment: Intrepid Travel offers a dynamic and collaborative work environment where employees are encouraged to develop their skills and contribute to the company’s success. Our team is dedicated to providing exceptional service and maintaining high standards of hospitality and travel experiences.
• Training: Comprehensive training will be provided to ensure you are fully equipped to perform your duties effectively. You will have the opportunity to learn from experienced professionals and gain hands-on experience in customer service and travel booking.
• Career Development: Intrepid Travel is committed to the professional growth of our employees. As a Customer Service Consultant, you will have opportunities for advancement within the company and the chance to expand your skills and expertise.

Application Process:

Interested candidates are invited to submit their resume and cover letter to [insert application URL or email address]. Please include “Customer Service Consultant (German Language) Application – Intrepid Travel” in the subject line. Applications will be reviewed on a rolling basis, and early applications are encouraged.

About Intrepid Travel:

Intrepid Travel is dedicated to providing exceptional travel experiences that create positive change. We believe in responsible travel that benefits the places we visit and the people we meet. Join our team and be part of a company that values creativity, innovation, and excellence in travel.

Why Join Intrepid Travel:

At Intrepid Travel, we believe in fostering a culture of innovation, collaboration, and continuous improvement. Our team of dedicated professionals is passionate about delivering exceptional service and creating lasting memories for our travelers. We value diversity and inclusivity and strive to create an environment where everyone can thrive and contribute to their fullest potential. Join us and be part of a team that is dedicated to making a positive impact through travel.

Equal Opportunity Employer:

Intrepid Travel is an equal opportunity employer. We welcome applications from all qualified individuals, regardless of race, gender, disability, or any other legally protected status. If you need accommodation for any part of the employment application process due to a disability, please contact us at [insert contact email].

Join Us:

Apply now to become a part of Intrepid Travel and contribute to our mission of creating positive change through the joy of travel. Be a part of a team that values your contributions and supports your professional journey.