Customer Support Executive - English/German/French - APAC

Overview of the position

As a member of our Customer Support team, you play a pivotal role in our organisation by providing exceptional support to customers and preparing guests for their upcoming adventure. You will assist guests in planning and organising their trip, liaising between our guests and partners, and delivering an outstanding experience that drives guest and partner satisfaction.

Key Responsibilities

• Assist guests in their journey to find, book and plan their perfect trip, offering expert guidance and recommendations based on their needs.
• Act as a liaison between our guests and partners, ensuring seamless communication between both parties.
• Provide important information to guests and partners, addressing inquiries, resolving issues, and ensuring a positive experience throughout the support process.
• Utilise problem-solving skills to address complex customer inquiries and provide effective resolutions to complaints.
• Demonstrate attention to detail to ensure accuracy in all aspects of the order process.
• Ability to work independently as a remote team member, and collaborate within your team to meet and exceed performance targets.
• Cultivate strong relationships with guests and partners, fostering trust and loyalty.

Qualifications

• Previous experience in customer service is a must.
• An understanding of scuba diving-related products and services is extremely desirable.
• Must be fluent in English with clear verbal and written communication skills - German or French is extremely desirable.
• Proven analytical and problem-solving abilities.
• Exceptional attention to detail.
• Ability to work effectively both independently and as part of a team.
• Strong interpersonal skills, with a focus on building positive relationships.
• Positive attitude and a commitment to delivering exceptional service.
• Flexibility to work weekends and adapt to a dynamic work environment.

Requirements

• Based in APAC (Asia-Pacific) time-zone for scheduling purposes; not based in Amsterdam.
• Experience in remote and fully independent working.
• Experience in the travel industry is desirable.
• Having a diving certificate is BIG plus.