Client Experience Representative - Maternity Cover (1-year contract)

The Role

As a Client Experience Representative, 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.

Responsibilities:

• Customer Support: Provide outstanding customer service by addressing inquiries, concerns, and requests from teachers and educational institutions promptly and effectively over the phone and through email.
• Pre-Departure Administration: Assist in compiling and distributing comprehensive pre-departure information, including travel documents, itinerary details, destination guides, and risk management protocols.
• Communication: Maintain consistent, timely and high-quality communication with customers throughout the pre-departure process, ensuring they are well-informed and prepared.
• Problem Solving: Proactively identify and pre-empt potential issues and work to resolve them before they impact the customer’s experience.
• Team Collaboration: Work closely with your team, the regional operations and sales teams to ensure a smooth transition for teachers from the pre-departure phase to the travel experience itself.
• Client Journey: Ensure that every stage of the customer journey is clear, well-executed, and that all interactions uphold our commitment to excellent service.
• Customer Engagement: Participate in virtual pre-departure presentations, helping to excite and inform teachers about their upcoming trips by discussing cultural expectations, packing lists, and itinerary highlights.

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! 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: Create and lead pre-departure virtual presentations for teachers to prepare and excite them with cultural expectations, packing lists, and the itinerary highlights.

Experience:

• At least 4-5 years' experience, with at least 2 years working in a customer service role, preferably within the travel or educational sectors. 
• Experience in either the Travel, Educational or B2B Sales industry is a plus!
• 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