Travel Customer Experience Pro - Remote & Flexible Hours

WorldStrides, Inc.; Mérida; Híbrido; MXN 671.000 - 919.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, vision coverage

Life/AD&D insurance

401k match

PTO and holidays

Descripción de la vacante

WorldStrides, Inc. is seeking a dedicated Customer Service Representative to support customers via phone, email, and chat. You will resolve inquiries, document interactions, and ensure a high-quality, low-effort experience while helping prevent trip cancellations.

You will collaborate with internal teams to move issues forward and uphold company policies. The role requires strong communication, problem-solving, and the ability to multitask in a fast-paced environment.

Formación

• Associate degree or post-high school graduate preferred.
• 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 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

Excellent communication

Interpersonal skills

Problem-solving

Decision making

CRM systems

Multitasking

Fast-paced environment

Policy communication

Analytical thinking

Attitude growth

Educación

Associate degree or higher

Herramientas

CRM system

Descripción del empleo

WorldStrides, Inc. is seeking a dedicated Customer Service Representative to support customers via phone, email, and chat. You will resolve inquiries, document interactions, and ensure a high-quality, low-effort experience while helping prevent trip cancellations.

You will collaborate with internal teams to move issues forward and uphold company policies. The role requires strong communication, problem-solving, and the ability to multitask in a fast-paced environment.