Customer Experience Specialist - Travel & Education

Worldstrides; Mérida; Híbrido; MXN 610.000 - 915.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

401k matching

Paid holidays

Descripción de la vacante

WorldStrides, a global leader in educational travel, is seeking a Customer Service Representative (CSR) to deliver outstanding support via phone, email, and chat. You will be the primary contact, resolve inquiries, and ensure a low-effort experience while helping prevent trip cancellations.

This role requires strong communication, the ability to multitask, and flexibility to work hours including weekends. The position offers comprehensive benefits, travel opportunities, and a collaborative,

Formación

• Associate degree or post-high school graduate preferred.
• 1-2 years of experience in customer service or a related field such as tourism.
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making skills
• Ability to multitask and prioritize workload in a fast-paced environment.
• Proficient in computer skills and experience using a CRM system.
• Availability to work flexible hours, including weekends and holidays.
• Positive attitude and willingness to learn and grow with the company.
• Ability to sustain long periods of inbound calls and communication with customers.
• Ability to position company policies positively and professionally.
• Analytical capacity to make decisions at a certain level.
• Demonstrated Bias towards Metric Attainment and Process Improvement

Responsabilidades

• Answer incoming customer calls concerning billing and trip information.
• Provide accurate information to resolve inquiries professionally.
• Note all incoming and outgoing contact information in tour delivery systems.
• Review, prepare, and route customer information via email to relevant coworkers to inform, update, or request information needed to resolve a customer issue(s).
• Remain knowledgeable of WorldStrides policy and procedure within the scope of the CSR function.
• Provide ongoing feedback to the immediate leader to promote growth within this function.
• Support Quality Assurance checks by leadership; this position will be monitored and/or recorded for quality assurance regularly.
• Debrief Team Leader on problematic accounts and trends identified during customer contact.
• Assist with outbound customer calls or other cross-functional work during non-peak periods including but not limited to missed payment calls and sales calls.
• Other duties assigned by the Management Team
• Foster communication within the department, with other departments, and with management
• Support company policies and management decisions with a sense of urgency and professionalism.
• Meet and exceed customer service performance metrics and goals.

Conocimientos

Excellent communication

CRM experience

Problem-solving

Multitasking

Educación

Associate degree or post-high school graduate preferred

Herramientas

CRM system

Descripción del empleo

WorldStrides, a global leader in educational travel, is seeking a Customer Service Representative (CSR) to deliver outstanding support via phone, email, and chat. You will be the primary contact, resolve inquiries, and ensure a low-effort experience while helping prevent trip cancellations.

This role requires strong communication, the ability to multitask, and flexibility to work hours including weekends. The position offers comprehensive benefits, travel opportunities, and a collaborative,