Customer Experience & Sales Assistant

Topdeck; United Kingdom; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading travel company is seeking a Sales and Customer Experience Specialist to enhance customer engagement and drive sales. This role entails managing inquiries, utilizing HubSpot, and fostering creative outreach to attract new customers. If you are passionate about travel and possess strong communication skills, you could be the perfect fit.

Qualifications

• Proven experience in sales, customer support, or a hybrid role.
• Strong written and verbal communication skills.
• Highly organized and familiar with CRM tools.

Responsibilities

• Respond promptly to inbound tour inquiries.
• Manage sales pipeline using HubSpot.
• Develop creative outreach strategies.

Skills

Customer support

Sales

Communication

Creativity

Tools

HubSpot

Zendesk

Qualtrics CX

Job description

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The Role

Split between sales and customer experience, this role is perfect for someone who’s confident communicating with customers, comfortable working in HubSpot, and excited about active travel. You’ll play a critical role in converting enquiries into bookings and supporting our guests before and after their tours.
We're especially keen to find someone who can bring creative outreach ideas to help us find and engage new customers rather than just wait for leads to come in. An understanding of cycle tourism, and familiarity with our destinations (Asia & Europe) will help you connect with our audience authentically.

Key Responsibilities

Respond promptly and professionally to inbound tour enquiries

Manage sales pipeline and deals within HubSpot (CRM)

Develop and execute creative outreach ideas to attract new customers

Follow up on leads to help convert interest into bookings

Add and maintain accurate customer data and notes in HubSpot

Support sales campaigns and special offers

Collaborate with the marketing team to align messaging and track lead quality

Applying a customer-centric approach, ensure resolutions are provided in a timely manner with the ability to demonstrate compassion and professionalism

Monitor customer reviews on third-party websites and ensure responses are issued and resolved accordingly when needed

Manage open Zendesk tickets for Grasshopper, acknowledging customer queries and promptly issuing initial responses

Work effectively with key internal and external stakeholders to conduct investigations and ensure adherence to set time frames

Provide customers with detailed feedback and look to provide a suitable outcome in a timely manner

Ensure refunds are requested in a timely fashion and liaise with our Finance team on any outstanding queries

Manage customer feedback using Qualtrics CX and feedback software including: data management, analysis and adhoc reporting, software troubleshooting

Experience, Requirements, and Key Behaviours

Based in a time zone aligned with Asia or North America

Proven experience in sales, customer support, or a hybrid role

Strong written and verbal communication skills

Highly organized and familiar with CRM tools (HubSpot experience is a major plus)

A go-getter who enjoys problem-solving, taking initiative, and thinking creatively

Calm and empathetic in handling customer complaints or sensitive feedback

Passionate about travel and cycle tourism

Responsible and Sustainable Responsibilities

A commitment to improving recycling processes, stopping the use of all single-use plastic and promoting the use of reusable items such as Tupperware and water bottles in our offices

A commitment to utilise locally owned businesses where possible, and to improve the economic impact of the communities visited by Global Touring customers

A commitment to utilising suppliers who support and adhere to Global Touring’s wildlife policy

A commitment to protect our company culture of openness to all people regardless of gender, race, age, religion, etc…

Company Values
Our values aren’t just words on a page. They’re the backbone; the steering wheel;
the soundtrack to how we embrace each day. Like a well baked brownie, every ingredient
combines to achieve the rich consistency fueling the soul of Global Touring.
We are natural born explorers. Our people question old solutions, apply alternative thinking and embrace being challenged in the search for outcomes. We’re excited by the journey on and off the road – expanding our knowledge, adapting to feedback and questioning the status quo. Value ideas over hierarchy. Have the courage to take risks. Don’t let perfection prevent growth.

We take the right way, not the easy way. We’re straight up even through the toughest conversations; tackling challenges head-on and with integrity. Honour commitments. Communicate with clarity. And build relationships based on mutual respect. Forget hidden agendas, we treat everyone fairly – despite a preference for instant coffee.

If we do it, we do it well. We are empowered to make decisions based on data and experience – holding each other accountable along the way. Spare the excuses. Be fearless in the pursuit of results. And take responsibility – even when no one’s looking. There will be bumps in the road; that’s ok. We own our mistakes and learn from the challenges as well as the successes.

Across oceans and office desks, it’s more than a love for travel that keeps us connected.
There are no silos here; we are each other’s toughest critics and loudest supporters – especially around the ping pong table. People with diverse backgrounds, different identities and varied experiences make our company exceptional. We embrace alternate perspectives, recognise each other’s strengths and champion collective genius.