Customer Service Specialist - UK Customer Service · Skypark 5, Glasgow, G3 8JU ·

Customer Service Specialist

Salary: £24,750

Location: Glasgow, UK (Hybrid – minimum 3 days per week in our Glasgow office).

German language skills desirable, but not essential.

Working Pattern

This is a full-time role (5 days per week) operating between Monday–Sunday, 9:00am–5:30pm. The role includes regular weekend working, and we are particularly keen to hear from candidates who are happy to commit to consistent weekend shifts.

Do you love working with customers to create great experiences that lead to lasting loyalty? Do you have a love for adventure, the outdoors and a passion for travel? If you do, we’d love to hear from you!

Supporting our customers throughout their Macs Adventure journey, you will look after them once they have made their booking, answering questions and arranging those important final details. You will then be there to support and solve any issues they have whilst they are travelling with us and closing the feedback loop to ensure they book again.

Reporting to our Customer Service Manager (Europe), 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, delivering memorable trips and creating loyal Macs adventurers!

What you’ll do

• Communicate with customers via phone calls, live chats and emails. Use technology such as a CRM and zendesk in an efficient manner.
• Answer customer questions on a broad range of trips and destinations and the Macs Adventure App/ My Account. You will make the journey seamless pre, during and post trip.
• Engage with customers and communicate the Macs Adventure brand promise.
• Process customer payments.
• Collect and update contact, travel details, interests and pre-trip information.
• Work with our internal operations team to ensure that the customer’s trip is arranged to perfectly meet their needs.
• Support customers with broad range of on-trip challenges from baggage transfers to medical emergencies.
• Assist customers in crises or incidents while on trip.
• Complete general administrative tasks across our booking platform and communication systems.
• Respond to feedback and close the feedback loop for customers post trip and make sure they keep coming back.
• Collaborate across teams as the voice of the customer in our organisation.
• 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.

What you’ll bring

• It is essential that you have at least 3 years’ experience of customer-facing roles centred around problem-solving and creating customer delight, ideally (although not essentially) in the travel industry.
• Ability to empathise with and be the voice of the customer.
• Experience of complaint handling.
• 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.
• 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 Glasgow 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.

Bonus

• German language skills.
• Previous experience in the travel industry, a passion for active and adventure travel.