Polar Client Experience Advisor

Quark Expeditions is the top tier polar expedition travel company headquartered in Toronto, Canada. We operate cruises to Antarctica and Arctic regions (Greenland, North Canada, Svalbard) on board of 3 modern polar expedition ships – Ultramarine, Ocean Explorer, and World Explorer. Since 1991, Quark has been establishing a tradition of firsts in polar travel: as the first to transit the Northeast Passage with adventure travelers; the first to take travelers to the far side of Antarctica; and the first to circumnavigate the Antarctic continent with guests. Quark Expeditions is within Travelopia, the world’s leading experiential travel business.

We are looking to hire a Polar Client Experience Advisor to join our team! Reporting to Director of Client Experience, you’ll be responsible for all services, enquiries, documentations, follow-ups post deposit/confirmation as well as being responsible to drive and support ancillary sales and sales for a selection of identified key accounts. The team is working very closely with the Global Polar Travel Advisors.

What we’ll offer:

• 15 vacation days annually.
• Birthday off!
• Health insurance “CCSS”
• 13th month bonus “Aguinaldo”
• Employee Group Travel Benefits
• Hybrid work environment
  
  

What you’ll do:

• Answering customer inquiries regarding payment, service, and general client queries via email, phone & live chat post deposit payment and/or confirmation of booking.
• Listen and ask the right questions to discover the needs of each individual traveler, always performing with the aspiration to provide a trip of a lifetime and excellent customer service.
• Responsible for the fulfillment and follow-up of B2B and Web bookings.
• Update customer information in the CRM/Softrip during and after each client touch point.
• Follow up with clients post sale to use the opportunity to upsell or offer ancillary product
• Booking extra services and special requests, ensuring onboard and ground teams are aware.
• Handling all clients’ requests for changes or cancellations regarding any services on their booking.
• Collaborating closely with suppliers for pre/post, flights and insurance needs of the passenger keeping clients advised and updated of all changes to flights and itineraries.
• Responsible for supplier communications to ensure all services are provided as booked.
• Taking payments and following up on late ones.
• Chasing missing details when required
• Responsible for post-sales written and phone communication and ensuring actions with clients.
• Responding to unsatisfied customer complaints post travel.
• Help to co-ordinate and handle any emergency situations.
• Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers
  
  

What you’ll bring:

• Minimum of 2 years of customer experience and 1 year in sales with a high interest in customer service, sales & travel
• Outstanding customer service and outstanding selling skills are needed
• Excellent English communication skills, verbal and written plus one additional language of Spanish, German or Portuguese.
• Problem solving / complaint resolution skills and high level of attention to detail
• Able to handle frustrating situations and guide customers to efficient solutions.
• Strong organizational and time management skills with a love of a fast-paced environment.
• Able to vary shifts, weekends and holidays as required
• Flexible and upbeat, with the ability to work independently as well as in a team environment
• Capable to use a variety of computer programs authoritatively and efficiently
• Experience of different reservation systems and CRM/ Sales Force preferable
• Need to have the natural ability to encourage and be self-motivated
  
  

We believe people are happier and perform best when they can be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias, building an inclusive culture, and embracing diversity in all its dimensions

Travelopia is committed to ensuring an inclusive work environment for all individuals. If you require accommodations to participate in the recruitment process, inform us here: [email protected]