Customer Service Consultant – German Language

About the job

Intrepid Travel was born in 1989 with the simple mission to create positive change through the joy of travel.More than 30 years later, we’re proud to be the world’s largest travel B Corp with more than 950 small group 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 travellers. 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 Opportunity:

As a Customer Service Consultant, you will be responsible for providing the best online service and bringing your unique personality to every customer interaction. You will be the first point of contact for a diverse range of global customers who prefer to use Live Chat to seek information about our trips or need help with their decision-making. You’ll aim to maximize sales of all Intrepid Group products, action all web bookings, exceed KPIs and provide exemplary customer service to direct customers and travel agents globally.

A day in the life of a Customer Consultant would have you:

• Achieving sales targets and meeting all booking process requirements
• Prioritizing and processing customer reservations through the internal systems
• Delivering exceptional service and sales expertise to customers enquiring via Live Chat platform
• Effectively communicating with customers about their reservations and providing information to ensure a high level of customer engagement
• Build your knowledge of all products and keep up to date with competitor products in order to qualify enquiries and recommend a suitable product
• Investigate and resolve customer complaints quickly and patiently

These positions are full-time permanent positions based in our Colombo office as we serve our customers on a global scale, we require great availability as we operate on a 24/ 7 basis.

A Bit About You

• Minimum 2 years of Sales and/or Customer Service experience.
• Excellent communication skills in both English & German
• Experience working in a Live Chat role or in the travel industry would be a distinct advantage
• English language proficiency: writing, reading, and speaking are essential.
• Exemplary customer-oriented approach with a natural ability to build rapport with customers and to understand their needs
• Experience working with computer-based booking systems – Quickly navigate software programs and booking systems

In addition to the above, you’ll also have impeccable writing skills with clear communication, you’ll be a passionate, collaborative committed individual, who loves to celebrate the wins with your team, whilst sharing Intrepid’s core values of integrity, innovation, fun, passion, growth, and responsibility.A bit about our people:Our people reflects the diversity of our customers and the communities we visit. Our team is made up of 58 nationalities across 46 countries, and Intrepid recognises that diversity makes us a stronger business. With a commitment to breaking down barriers, we support a culture where people can be themselves. We encourage applications from people of all backgrounds, including First Nation People, LGBTQI+ people, people living with a disability, people from previously disadvantaged backgrounds, and people from different ethnicities, races, and religions.

Work perks:

• Work-life balance is important to us. That’s why we offer flexible work options, including work from home, with the option to work from anywhere for up to 4 weeks a year!
• You can experience Intrepid yourself with a FREE trip every year, plus an extra week of leave to enjoy it. And score further travel discounts for you, family and close friends.
• We support e-learning and professional development, with diverse global career opportunities.
• We provide an employee Assistance Program, a 24/7 service that offers counselling for you and your family
• We want to support the difference you can make to causes that are important to you., That’s why we offer 20 hours of volunteer leave every year.

If you’re here to inspire, create, share and lead in what you do, we want to hear from you. We encourage you to submit your application as soon as possible – we may close advertising early if the right person is identified.