Remote Travel Support Specialist

WorldStrides; Mérida; Híbrido; MXN 619.000 - 928.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision coverage

Generous 401k match

Paid time off & holidays

Travel opportunities

Flexible work options

Employee resource groups

Descripción de la vacante

WorldStrides is seeking a Customer Service Representative to deliver exceptional support via phone, email, and chat. You will be the main contact for families, resolve questions, and help prevent trip cancellations while upholding the WorldStrides brand.

The role emphasizes accurate data entry, collaboration with teams, and adherence to policies. You will work full-time with flexible hours, weekends, and holidays, and gain exposure to travel programs and growth within a global education company.

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.

Responsabilidades

• Answer incoming customer calls concerning but not limited to billing, trip information and policy and procedures.
• Provide accurate information to resolve all customer inquiries in a polite, professional, and timely manner.
• Accurately note all incoming and outgoing contact information in tour delivery systems.
• Review, prepare, and route customer information via email to relevant co-workers 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

Customer service

Communication

CRM skills

Multitasking

Problem solving

Professionalism

Educación

Associate degree

Herramientas

CRM system

MS Office

Descripción del empleo

WorldStrides is seeking a Customer Service Representative to deliver exceptional support via phone, email, and chat. You will be the main contact for families, resolve questions, and help prevent trip cancellations while upholding the WorldStrides brand.

The role emphasizes accurate data entry, collaboration with teams, and adherence to policies. You will work full-time with flexible hours, weekends, and holidays, and gain exposure to travel programs and growth within a global education company.