Senior Customer Support Specialist [CLOSED]

Are you looking for a new level for your career?

Leatherback Travel might be a fit.

Adventure travel isn’t just a fun industry to work in - it is also exploding in growth and one of the most exciting places to be.

Leatherback Travel is an Australian group of fast-growing adventure travel brands. It is made up of Patch Adventures - running since 2019 - and Magnificent Rail, which is launching now. And, by the time you read this ad, there’s a good chance we’ll have launched our next brand, Camino Women.

Our goal is to create the best journeys that travellers will ever go on and deliver the most memorable adventures in our customers’ lives. Our team combines decades of travel industry experience, and the customers love the trips we design. Our guests go to all sorts of unusual and unique places with great support and communication from Leatherback Travel's Customer Service Team.

The future for Leatherback Travel is huge. We are not just launching new brands; we are doing it with a purpose. We don't want to just take our customers to the best places… We want to build and create new experiences to share with the world. Our goal is to build walking trails, and hiking lodges and create completely new travel routes in places that are unexplored and unappreciated.

Our team works remotely and right now consists of 8 people excited about their work. We are passionate about delivering world-class experiences and delivering the absolute best trips, we have the best marketing, and give people the best customer service. We are looking for people who share our results-driven approach and desire to become better at what they do. If that sounds like you, read on!

Are you ready to join a rapidly growing travel company and take your customer service skills to the next level? We are seeking a Senior Customer Service Superstar to lead our team and set the standard for incredible service. You will have the opportunity to craft personalised responses to guests, help improve our systems and processes, and manage customer data.

We are looking for customer service professionals who are passionate about providing friendly and personalised service. Our customers are wonderful to work with and our team is very supportive. This is not just a job, but a career opportunity to be a part of a company that values and recognises the impact of customer service. Join us as we continue to break barriers and revolutionise the travel industry!

More specifically, within this role, you will:

• Create personalised responses to customer inquiries and manage customer payments and receipts
• Collaborate with a bookings manager to prioritise and revolutionise customer service processes and documentation
• Manage and update customer data
• Set the bar for the customer service team
• Report to the Director of Operations

Your first weeks on the job will be focused on familiarising yourself with the team, analysing past interactions to identify opportunities for improvement, participating in customer calls and training, and quickly contributing to the company's success through meaningful work.

To excel in this role, you need to have:

• Exceptional experience in customer service, with a focus on crafting personalised responses
• At least 4 years of customer service experience, including at least 2 years in a senior customer service role (i.e. responsible for other team members and managing processes)
• Ability to work effectively with a team and help lead the improvement of systems and processes
• Passion for providing exceptional customer service and crafting wonderful, incredible responses
• Strong organisational and data management skills
• Ability to follow through with SOPs and instructions
• Highly diligent work attitude and ability to manage a list of to-do’s and prioritise workflow
• Strong ability to learn new software systems; you are tech-savvy
• Ability to handle the data entry and double-check the information
• Ability to maintain a consistent focus

When applying for this position, you will be required to write a cover letter. Please make sure you write a detailed cover letter addressing the criteria and explaining why you think you’re the right fit for the role.

What’s in it for you?

• $1900* per month
• Full-time, Monday-Friday schedule
• The ideal candidate is able to start most days at 2 PM AEDT (5 AM in Bulgaria, 7 AM in Georgia)
• Long-term and stable opportunity to work with a fast-growing company and a supportive team
• Monthly training budget of $600 per year
• Annual travel credits to use on travel with the company
• One free trip per year (up to $4,200 AUD in value, flights not included)
• Four weeks of paid holidays per year (20 days)
• Uncapped potential for growth and salary increase based on performance
• Opportunities for advancement into management or senior individual contributor positions
• Support for personal and professional development, including access to advanced tools and systems such as Airtable

We are looking for candidates who are passionate about customer service and eager to grow with our company. Our benefits package reflects our commitment to investing in our team members and supporting their professional development.

*Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.

Get ready to join a team of travel enthusiasts at Leatherback Travel where our culture is all about delivering exceptional customer service and creating one-of-a-kind travel experiences that will leave a lasting impression.

We understand that not everyone is a perfect fit for every trip, so we don't put pressure on our team members to close sales at all costs. Instead, our only KPIs revolve around providing the best service possible, whether that means spending extra time with customers, going above and beyond to ensure their satisfaction or even just having a friendly chat. We want our customers to feel like they're talking to a friend, not just a salesperson.

But don't let our laid-back approach fool you, we take our product knowledge seriously. We expect our team members to be experts on our offerings and regularly test and verify their knowledge to ensure they're up to speed and good at their jobs. We also value continuous improvement and embrace our company's principles, constantly looking for ways to enhance the customer experience.

We are a remote team of passionate individuals, currently split between Australia and Europe, who are excited about their work and the company's goal of creating new and exciting travel opportunities.

We offer a long-term and stable opportunity to work with a fast-growing company, a supportive team, and a chance to have a real career path. Our team members are not outsourced contractors, they are a genuine part of the company.

So, if you're a customer service pro with a passion for travel and a desire to create exceptional experiences, come join us on our mission to revolutionise the travel industry and make a difference.

This position will be closed as soon as we find the perfect match. So, make sure to read the description carefully, apply promptly, and take your time to submit a high-quality application that stands out.

If you apply, JobRack will respond promptly and keep you updated throughout the process.

Please expect the hiring process to include:

1 - Filling in the application form once you click “Apply”

2 - Being invited to record a short video to introduce yourself

3 - Completing test tasks, if short-listed

4 - Attending video interviews where you will have the opportunity to talk more about your previous experience and the new role

Applications are only accepted through JobRack. Leatherback Travel has specifically requested that you do not contact them directly. If you have any questions please contact us using dwy@jobrack.eu

– Only candidates from Eastern Europe are eligible to apply –

To make sure you receive updates on your application please add recruitment@jobrack.eu to your email address book.

Got questions about working remotely? Check out JobRack’s FAQ for answers to everything you might want to know. https://jobrack.eu/jobseeker-faq