Customer Success Advocate

Overview

TravelLocal (Bristol) and trip.me (Berlin) recently merged to create one of the most significant online marketplaces for tailor-made travel, with a strong presence in both English-language and German-language markets. 

With customers in more than 100 origin countries and suppliers/partners in nearly 100 destination countries, we are using technology to reimagine this sector, pioneering the “buy local” movement in travel. Our ethos is that local knowledge is best, that local economies should benefit more from tourism; the best holidays are made with creativity and imagination from real experts who live and work in the destination itself.

This opportunity to join the Travel Success Team comes at a key time in our evolution, and will help lead the integration of both businesses, driving performance post Covid and beyond.

With offices in the heart of both Berlin and Bristol, we are an exciting, dynamic, fun, and driven place to work with a results-oriented approach. 

Why you are here

The customer experience team is the face of the business for our customers. You are responsible for “keeping the cogs turning” and ensuring that travellers receive quick responses to their queries, questions, feedback and complaints in a polite, effective and welcoming manner.  

Your responsibilities

• You will be in direct contact with our customers on a daily basis to support and advise travel needs, booking processes, monitoring feedback, handling complaints and supporting the communication between them and our partner agencies.
• Have real influence in the engagement our customers have with our platform.
• Form relationships on a personal and professional level with customers worldwide
• Work collaboratively with other members of the Travel Success Team, particularly the Partner experience executives, as well as interdepartmental cooperation with finance teams.
• To respond to customer queries via email and sometimes on the phone too
• You will manage customer reviews, feedback and complaints (post booking and post travel) communicating any potential service and/or operational issues to the relevant teams in house, while collaborating with both customers and local agencies to find timely and satisfactory solutions.
• Be fluent customer rights in legal entities relevant for TravelLocal

About you

• You communicate confidently, both verbally and in writing, in English and German (min. B2-Level).
• Experience of collaborative and cross functional working relationships
• Minimum of 2 years experience in a customer service role
• You master the challenges of intercultural communication and adapt your communication to our customers worldwide.
• Show personal responsibility for your work and have an organised and reliable way of working with an eye for detail.
• Work independently and at the same time have the team in your heart and mind
• ‘Customer Centric’ attitude, providing them with the best experience by proactively offering solutions and explaining the relevant context, that will ensure customer retention.
• Proficiency in using CRM software, communication tools, and project management platforms
• High levels of drive, self-motivation and out-of-the-box thinking skills
• Good interpersonal, written and verbal communication skills
• The ability to work effectively in a fast paced and pressured environment

The nice to haves

• Interest in eCommerce, Tourism & Travel 
• Experience within the Travel Industry
• Experience of working across international markets
• Experience with the DACH & US market 
• Fluency with google drive
• Experience working with Twist, ClickUp, CRM systems

What we offer you

• Full time position – 40 hours per week
• Become part of the TravelLocal team in a moment of expansion
• Remote work policy and flexible working hours (with core working hours)
• A modern and easily accessible workplace in the heart of Berlin-Kreuzberg (Germany) and Bristol City Centre (UK)
• A motivated, international and open-minded  English speaking team 
• Working in an international context with travellers and partners from all over the world (and English as the company language)
• 26 days holidays per year + public holidays
• Travel and self development individual allowance
• Salary between £26,000 – £28,000 UK based / €31,000 – €33,000 Germany based, depending on experience

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.