Germany Job Openings
Macs Adventure
Customer Service Advisor - Travel (Germany)
Saarbrücken
September 18, 2024
Saarbrucken, Germany - must be based in Saarbrucken (3 days per week in office, 2 days per week work from home)
Are you passionate about customer service and enjoy talking to people about travel? If so, we'd love to hear from you! Supporting our Sales team, you will help customers prepare for their adventures by answering questions, problem solving and arranging those important final details.
Reporting to our Germany Sales Manager, this is a fantastic opportunity to join an ambitious, fast-growing international business and progress your career in travel. This customer focused role is key to communicating our brand values, reaching our sales targets and delivering memorable adventures!
About Abenteuer Wege
Abenteuer Wege is proudly part of Macs Adventure, an adventure tour operator on a mission to be the leading global brand in self-guided, active travel. Welcoming over 30,000 customers on over 600 walking and cycling trips to destinations around the world, we employ over 180 people across the UK, US and Germany who share our purpose to lead, advocate & enable self-guided, active travel as a positive force for people and planet.
Our Culture
We’re an adventurous business with an ambitious vision. Our aim is to double the size of the business by 2027. We want to do this the right way and have set ourselves another important goal of achieving BCorp status within the next year.
Our culture reflects these ambitions. We’re a fast-paced organisation and we like to have fun along the way. We’re looking for people who can grow with Macs and join us on our journey. It’s not the easy route, we’re looking for people who enjoy challenges, love learning and want to make an impact and relate to our core values;
- Love the journey: A Macs trip is all about the journey, not the destination. We are all believers in Macs’ unique brand of self-guided, active travel and shout about it. As more travellers convert to the Macs Way, we accept our business will grow and change. We welcome new connections, and embrace to new opportunities. Carpe diem!
- Take a different path: We’re not different for different’s sake; but we won’t succeed if we’re just the same as everyone else. We devise creative solutions to problems, find new ways of doing things, and trust colleagues who are doing so too. We are brave and feel empowered to take the initiative. We ask ourselves: is what I’m doing authentically Macs?
- Tread thoughtfully: We are considerate, empathetic and try to put ourselves in our customers’, suppliers’ and each other’s shoes. We support local, and find ways of having less negative impact on the planet. We find ways of having positive impact on people and communities. We are fair, and we do the right thing.
- Go the extra mile: We know that creating a perfect #Macs Moment involves going that bit further. We imagine the best feedback we can get and set out to earn it. We take ownership and accountability – it’s yours, not someone else’s, problem. We step up and help our team mates when they need us.
Supporting our customers from the point of trip confirmation, you will be joining a customer focused, passionate, organised, competitive, resilient and persuasive group with a hands-on attitude who make things happen together.
- Communicate with customers via phone calls, live chats and emails.
- Support customers with general pre, during and post trip questions.
- Answer customer questions on a broad range of trips and destinations, including the customer My Account, the Abenteuer Wege App and customer documentation.
- Engage with customers and communicate the Abenteuer Wege brand promise.
- Utilise our company resources to answer customer questions and problem solve.
- Process customer payments.
- Collect and update contact, travel details, interests and pre-trip information including risk release forms from customers if necessary.
- Check over our customer’s trips before departure to ensure a seamless experience.
- Work with our internal operations team and our suppliers to ensure that the customer’s trip is arranged to perfectly meet their needs.
- Complete general administrative tasks across our booking platform and communication systems.
- Be an active positive member of the team.
- Actively support your colleagues and be there for them.
- Contribute and participate in team calls and meetings.
- You have a passion for travel.
- Experience in fast paced customer facing roles.
- Outstanding customer service and problem-solving skills.
- An excellent eye for detail and administrative skills.
- Able to multitask, prioritise and establish deadlines to ensure competing objectives are met.
- Interpersonal and team skills which enable you to build great relationships internally and externally.
- Highly confident, competent and articulate individual who can communicate professionally.
- Excellent written and verbal communication skills.
- Experienced and fluent in using IT systems such as email, livechat, phones, booking/company systems and MS office suite.
- Able to self-organise and manage competing priorities.
- Learning orientated.
- Resilient and flexible.
- A hands-on individual willing to go the extra mile for customers, colleagues and the business.
- Must be in the Saarbrucken area. The position offers a hybrid office and work from home model with 3 days in the office and up to 2 days remote work.
- Not essential, but it would be a bonus if you have previous experience in the travel industry.
To deliver adventures for more than 30,000 customers we need to build a company that’s reflective of their diversity. We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.
What we’ll offer
As well as your salary;
- ANNUAL LEAVE: 28 days plus bank holidays.
- FLEXIBLE WORKING: A flexible work culture - you’ll be able to work from home as well as coming into our hub office in Saarbrucken 3 days per week to collaborate with colleagues.
- BIRTHDAY BOOSTER: An extra day off on your birthday!
- FAM TRIP: Opportunity to experience one of our trips for yourself!
- WORKATION OPTION: Work from abroad for up to 30 days per year.
- EMPLOYMENT CONTRACT: Permanent employment contract and full compensation for overtime.
- PUBLIC HOLIDAYS: Saarland public holidays apply to you, regardless of where you live – the second most in Germany.
- DISCOUNTS: You are eligible for great discounts on Macs Adventure trips.
- BUSINESS BIKE: After 6 months, choose your favourite bike directly from a specialist dealer.
- GETTING TOGETHER: Regular team, management and leadership meetings and retreats.
- CULTURE: An innovative, fast growth, international and solution focused culture, where we work hard to embed our values across the business.
- L&D: We support your self-guided learning journey to make the most of your strengths.
- TRAVEL: Occasional international travel may be required.
- IMPACT: The opportunity to make a difference in people’s lives and the planet.
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