Customer Solutions Coordinator

About Us

Lets go on an adventure together!

Hey there were G Adventures. Were one of the worlds leading small group travel companies and weve always believed that travel isnt just about where you go its about how it changes you.

For the last 35 years weve set out to do things differently. No cookie-cutter tours. No giant buses or cruise ships. And not to mention as few selfie sticks as possible. Just real humans travelling your heart out across the world with open minds and a non-stop desire to make our planet better simply by exploring it.

At G Adventures our DNA (or GNA if you will) is built on belonging where bringing your authentic self to work every day isnt just accepted its downright celebrated. For our office crew you wanna rock a t-shirt with your dogs face on it We say go for it. For our Chief Experience Officers you wanna hit the road and call some of the most epic places on Earth your home office We love that and weve got you. Wanna spend your days with people you genuinely like Us too and were pretty sure youll fit right in wherever that is.

Now about that career of yours this is the kind of place where you can spread your wings and truly grow into your role. The best part You get to do it all alongside a passionate freakishly talented one-of-a-kind bunch excited to produce top-notch work and spread a ridiculous amount of goodness at the same time.

Feel like this could be the right fit We think so too and were already way too excited to meet you.

About the team

Were a tight-knit group of creative technical and strategic specialists who research hypothesize ideate design code write film edit execute boost and track and measure every piece of award-winning advertising communications and brand collateral for the worlds greatest small-group adventure travel company. We work fast. We work hard. We serve a global brand that stubbornly refuses to stop growing. We do it all in-house and we have a blast making it all happen.

The G Adventures Global Marketing Team is on the hunt for a passionate intelligent experienced hard-working and authentic Customer Solutions Specialist. If you fit the bill give us a call. We cant wait to meet you.

About the role

At G Adventures were obsessed with the customer our traveller; its about engaging and connecting emotionally with each and every one of them along each and every step of their journey - so they keep coming back for more.

As Customer Solutions Coordinator you are a champion of the customer experience. You demonstrate a persistent focus on the traveller on a daily basis when it comes to the online phone or in-person conversations in which you are engaged and involved in response to the input and feedback we receive. You manage disseminate and cycle this feedback engaging the right customers both internal and external as required throughout the process in a constant effort to do the right thing. You assist and support the Customer Experience & Advocacy team when it comes to key projects and initiatives. Someone who lends a voice to our customers and supports the enhancement of the customer experience across all areas of business. Someone with opinions and the ability to express them. Someone who aspires to use their customer advocacy skills and expertise to help change peoples lives through travel. Sound like a lofty goal We live and breathe our brand promise every day so if this sounds like you we want you on our team.

Responsibilities

• Actively contribute to the Global Marketing Team in a collaborative and meaningful way that helps support inspire and motivate fellow colleagues and managers alike

• Understand and become an expert in our industry our business our culture and our customer and use that knowledge to create effective impactful strategic and shareworthy work

• Assess all feedback provided by clients through customer trip evaluation forms

• Disseminate positive negative and neutral feedback from trip evaluations forms or other sources to appropriate stakeholders and areas of the business

• Help to identify areas of opportunity for operational improvement and customer retention across all areas of the business and organize and share this information with other team members and departments through insightful reportable formats

• Track issues through case management with an eye to identifying and assessing trends

• Track resolutions to issues identified in trip evaluations and cycle that information back those customers who provided the feedback

• Work across departments to proactively resolve negative client experiences and turn these into positive client experiences with the end goal of growing advocacy and repeat business

• Respond by email or telephone as appropriate to comments made in trip evaluations as a means of establishing customer engagement post travel

• Proactively reach out to clients who have not yet provided feedback and encourage them to share their voice and complete their trip evaluation forms

• Reach out to clients as assigned to gather specific information or feedback relevant to the business leveraging a root case approach

Requirements

• Bachelors degree in a related field. We have a broad definition of related including communications marketing sociology and behavioural studies

• 2-3 years of demonstrated communications loyalty customer service and/or CX experience working within a collaborative multi-disciplinary team environment

• Excellent written and oral English communication

• Experience in media hospitality and entertainment travel and tourism or online retail is an asset. Passionate about the customer and the customer journey

• Familiar with surveys and survey response strategies

• Demonstrates a professional and highly evolved telephone email and written letter technique and approach. Excellent problem-solving and organization skills

• Strong listening and investigative skills combined with a solid attention to detail

• Positive self-motivated and goal-oriented. Flexible and easily adaptable to change

• Demonstrates the ability to critique and discuss his/her own work and the work of others in a constructive manner Possesses strong computer/technology skills and highly proficient in Microsoft Office Powerpoint and Keynote

• This role is a hybrid role based out of Peru where a minimum number of days as set by the region is required in the Lima office.

We thank all interested candidates; however only those chosen for an interview will be contacted.

***QUALIFIED APPLICANTS MUST HOLD APPROPRIATE CITIZENSHIP OR DOCUMENTS PERMITTING THEM TO RESIDE AND WORK IN PERU**

What Do We Offer You

• Competitive Total Rewards Package including exclusive travel perks!

• Additional days off including on your birthday!

• Vacation time for you to recharge

• Enhanced Parental Leave

• Meaningful Employee Recognition Program

• Learning and Growth Opportunities

• Employee Resource Groups

*Applicable based on location*

Please note that Artificial Intelligence (AI) is used in the selection or interview process.

G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.