Customer Support and Operations Executive

Requirements
• 1-2 years+ experience working in a customer-facing sales or support role at a B2C/consumer brand (bonus if it’s a start-up),
• Experience with responding to customer queries and feedback through various channels including email, live chat, WhatsApp, and phone,
• Exceptional organisational skills with a love for making operations smoother,
• Meticulous attention to detail - you sweat the small stuff and take pride in your work,
• Basic maths skills (don’t worry though, no algebra),
• The desire to grow your career in customer support in scaling startups and lean teams,
• Willingness to voice opinions and get stuck into a challenge,
• An excellent written communicator - you’re a bona fide wordsmith who can create clear, friendly and informative messages that perfectly capture Journee’s tone of voice,
• An exceptional verbal communicator - you are a brilliant active listener, and love picking up the phone to help people,
• Cool as a cucumber, you’re calm in a crisis and a good judge of a situation,
• Comfortable with technology and quick to learn new software. Bonus points if you’ve used any of the following: Gmail, WhatsApp, Slack, Twilio, Skype, Excel, Brevo, Notion, Active Campaign, Metabase and any CRM tools like Zendesk, Freshdesk etc,
• Data-driven, and enjoy analysing operational processes, customer behaviour and competitors to constantly optimise and improve,
• A self-motivated go-getter. You don’t need to be handed a set of predefined tasks; you’re constantly looking for ways to improve both as an individual and as an active part of Journee,
• A true team player. You are a delight in the office, and you look out for your fellow teammates. You enjoy cross-collaborating with different teams, and learning from others,
• Genuinely passionate about travel. You caught the travel bug and you can’t shake that wanderlust

What the job involves
• Respond to customer queries through a multitude of channels - WhatsApp, email, phone calls - and give each Lead or Explorer the best Journee experience possible,
• Manage all daily customer- and lead-related operational processes such as payment reminders, passport chasers, and information updates, whilst matching customers to the best-suited destinations,
• Staying on top of all customer feedback: responding to positive and negative feedback via TripAdvisor, email and WhatsApp, making sure all our food and drink recommendations are up to date, and flagging negative accommodation and experience ratings,
• Optimise and improve the newly implemented CRM system to make it run smoothly and efficiently,
• Constantly look for ways we can improve our Explorer’s Journee experience, by suggesting changes, taking initiative, and raising any technical or product ideas to the relevant teams,
• Liaise with our India based remote Operations team to handle complex issues and give our Explorers the best experience possible,
• Ad hoc Community and Operational projects. As we grow our team and offering, there will be plenty of new projects that you can assist Lucy, our Customer Operations Manager with, from process improvement, implementation of new softwares and systems, surprise and delight projects, and product changes,
• You’ll work 1-2 weekends a month (with a day off either side), and be on call 1 evening a week