Full-Time Customer Support Executive

We’re looking for a Customer Support Executive

We’re looking for a customer-centric superstar to welcome customers to Byway and help them with their holiday enquiries, alongside our Customer Support team. You'll maintain our excellent customer experience record by triaging our customer emails and phone calls in a timely and expert manner, building trips our customers will love, and supporting them with post-booking enquiries. 

Our ideal candidate for the Customer Support role will be someone who is passionate about sustainable travel and can inspire our customers to get excited about their own adventures. In this role you’ll need to manage multiple tasks at once, working efficiently and effectively, with excellent attention to detail. We’re looking for someone who loves to make customers happy and feels accomplished helping them. 

Your key responsibilities

• Handle pre-booking phone and email enquiries, help our customers-to-be book the perfect trip by answering their questions and use our dynamic packaging technology to make changes to their trips or build new trips of your own.
• Use your outstanding customer service skills to delight our customers and maintain our five-star review record, dealing with post-booking enquiries from customers, providing solutions for transport and accommodation issues, managing disruption and processing customer feedback and insights to advocate for product development.
• Manage our catalogue of saved replies and FAQs, and use automations and tags to keep queries organised.
• Analyse customer queries, sharing data and insights widely with the team.
• During busy periods, be available to help with various customer experience-related tasks, such as booking hotels and transport, or checking journey guides.
• Introduce/advocate for processes/technologies/tools for further automation, and act as a business owner for technical developments.

What we’re looking for

• Significant experience delighting customers with fantastic customer experiences and earning great reviews.
• Comfort problem-solving and communicating confidently in tandem in time-pressured and challenging situations.
• Perfect written and spoken English and an excellent phone manner.
• An extraordinarily high level of ownership and accountability with superb attention to detail.
• Excellent time management skills.
• Belief in our mission and a passion for sustainable travel.
• Availability to work Sunday to Thursday

What would be great (but isn’t required)

• Experience in (or knowledge of) the travel industry
• Experience working with CRMs and CMSs