Customer Experience Specialist

Job Description

We are looking for a motivated Customer Support Specialist to be the first point of contact for all our requests. In this role, you will be responsible for addressing customer inquiries and resolving issues received through various communication channels, including WhatsApp, social media, email, and phone. A key aspect of this position will be your active involvement in helping to develop and refine tools and methods that provide our customers with greater insight and access to our services.

About Us

As an adventure travel company based in Dubai, Arabian Wanderers mission is to reconnect today's overloaded people with nature through small group adventures in a setting that allows like-minded people to make new and genuine relationships. Our trips are unique in providing:

.Small-group experience:We believe that a trip can be much more fun and personalized when the number of people is on average 15 people per trip.

.The perfect mix of fun, adrenaline, activeness and culture (like games around a bonfire).

.A great and diverse crowd:We attract like-minded individuals who are fun to be around and are from all over the world.

.Unique itineraries and places:We are very picky with the places we choose to go to. Beauty, serenity, and admiration are guaranteed.

.Local expertise whenever possible:We are a global company but provide local leaders, hotels, and food whenever possible.

.Developing impactful programs:We design itineraries and programs for schools and companies to help participants disconnect from daily routines and develop new skills.

Responsibilities

.Multi-channel customer support:Respond to our customers queries and concerns in a timely and professional manner.

.Trip handover to operations:Ensure a smooth transition of confirmed trips by handing over all relevant customer information, requirements, and special requests to the operations team.

.Customer feedback collection:Follow up with customers after their trips to collect feedback, document their experience, and ensure that all feedback points are reviewed and addressed with applicable corrective actions when needed.

.Identify trends in customer inquiriesto always be prepared for the next trip or request. Any concern raised is a lesson learned for us to improve our booking information and details.

.Develop methods and incorporate toolsinto the day-to-day job to make tasks more efficient and properly documented.

.Stay updated on product knowledge and industry trends.

.Collaborate with the teamto improve the B2C and B2B booking tools.

Requirements

. Perfect English (verbal and written) is essential. Other languages are a plus.

. Passionate about traveling, camping, hiking and outdoor activities.

. Available on a few weekends and holidays. Don't worry, we won't get you to do it all the time as we plan for the trips in advance!

.Enthusiastic and empathetic:Working with customers means that you always need to have a positive attitude and put yourself in their shoes to understand their concerns before answering their questions.

.Problem-solving skills:We are young and we appreciate all ideas that help us improve what we do, whether internally or externally.

. Open-minded and respectful.

. Having skills and a positive can do attitude is what we are looking for. Don't worry about experience.

Benefits

. Competitive salary.

. Become a member of our exciting, fast-growing startup and our team of adventure and travel enthusiasts.

. Being one of the early employees means you'll get opportunities to wear other hats and be involved in other topics where we plan for the company's future.

. Proving yourself means you have higher chances of growing into leadership positions within the company.

. We value flexibility and know that everyone has a life outside work.

With your resume, please include acover letterand tell us more about yourself. Feel free to write your thoughts rather than just follow a typical structure. Tell us how you think you fit in and what you expect from us in return.

Please also complete the form here: https://forms.gle/5ebeuiEx3Z6TKyJT9

Job Type:Full Time Remote