Inbound Service And Bookings Officer [Australia]

Inbound Service and Bookings Officer (Australia) If you've ever worked for a company that has their values on the wall but never actually lives them...then we hope to be a breath of fresh air! Our goal at Leatherback Travel is to deliver "once in a lifetime" trips to our guests and cultivate strong, lifelong relationships between our suppliers and our team.
And we work on those goals, every single day.
Each one of our travel brands -Patch Adventures, Magnificent Rail, Fencox Travel and Camino Women - offers adventurous trips to "off the beaten path" locations in countries such as Uzbekistan, Morocco, Mongolia and Iran.
But behind the scenes, we have a diverse team of 20 people that work hard to make these trips possible. Each person on the team brings their unique set of skills and experiences, and cares deeply about what they do.
*** Note: We have had candidates cold calling our booking team to enquire about the role or their application status. Please avoid doing this, as our booking team needs to keep the phone lines available for our customers.
About the role(s)
You will be working remotely selling adventure travel to inbound enquiries. You will also answer their questions as they prepare for their trip, and get feedback from them when they get back.
As a booking officer for Patch Adventures, you will be allocated specific trips that you will manage end-to-end, and you will be the go-to expert for our guests as they prepare for their adventures.
Right now, our company is achieving success and receiving many booking enquiries, which is why we are looking for another person to join our team. You will be the first point of contact with our customers.
Why should you apply?
We're not your typical company. We don't push you to meet impossible goals, and we don't set KPIs that are hostile to delivering great service. In this role, you won't need to worry about Average Handle Time, or your Close Rate.
Your job is to deliver the best service possible over email and phone, and help guide the customer to the best decision. Yes, it does require selling - but only to the people who are actually a good fit for one of our trips. And, because we have a 'No Commissions' environment, this means that if you don't think a trip is right for someone, you can tell them - without it hurting your pay.
Because of you, our customers will be able to relax and look forward to their exciting holiday, knowing that all their details are taken care of. You will transfer the excitement of travel to them, and give them comfort that they're going to have an incredible experience with us.
Some Things You Should Know
The two key focus areas of your role will be:
Being the first point of contact for a potential guest and guiding them towards a booking Answering their questions as they prepare for a trip and making thoughtful recommendations We believe service should be human. Putting on an inauthentic 'call centre voice' and following impersonal scripts might be fine for the big companies, but it's not fine for us! We need you to have a warm, friendly and personal phone manner.
We've got high expectations that each team member will deliver incredible service. If you're looking for a low-engagement gig where you can go into automatic mode, this won't be the right role for you. We expect everyone in our team to know our trips back to front and be product experts. (And of course, you'll be paid for the time you need to learn.) We are not ashamed about this - we expect everyone w ho joins the team to really care about delivering the best experience possible. Our goal is to drive as many glowing 5 star reviews as we can.
We may ask you to be 'on call'. In certain circumstances, we may need you to be the point person who monitors our inbox for emergencies or time-sensitive enquiries. This will always be compensated fairly and communicated well in advance.
About You
In order to excel in this role, you need to have:
You have strong world awareness and have travelled a lot. Our guests expect us to be aware of what's going on in the countries that we travel to, so you need to be curious about the world, have a passport full of stamps, and possess a good general awareness of world affairs and geography. (Ideally you have travelled to 15+ countries and have spent time living overseas in a non-English speaking country.) You have strong experience inbound customer service & sales skills. In fact, you deeply care about customer service and can demonstrate it. In fact, you've probably worked in a customer service environment that was more like customer anti- service. You have a friendly, warm phone manner and leave good notes for each customer interaction. You know that if you can work with a company whose product you believe in, that you can do your best work. Ideally, you have 7+ years experience in customer facing roles, which can be a mix of service or sales. You have excellent written and verbal communication. You have elite attention to detail and understand the importance of good notes and follow-through. (This really matters: if one of us puts the wrong arrival date in our system, our customer will be stranded at the airport!) And - last, but not least, you're a whiz at learning new computer systems . You have strong general knowledge when it comes to using the internet, and learning new tools. Travel industry exposure is welcome but not necessary, but we do ask for you to apply only if you're very well travelled. This role is open to those of all walks of life, backgrounds, and genders. When applying for this position, you will be required to write a cover letter. Please make sure you write a detailed cover letter addressing the criteria and explaining why you think you're the right fit for the role.
What's in it for you?
Compensation of $43/hour plus superannuation. Full-time casual position and 100% Work From Home (WFH) Fully Remote role within the Australian time zone. Most weeks involve 35-40 hours of work. We work M-F and need you to be available to work during office hours (8.30am - 6pm - AEDT.) Remote work experience will be looked upon favourably. Long-term and stable opportunity to work with a fast-growing company and a supportive team $2,600 in travel credits each year to use on the trips across our group of brands and a 40% discount on trips. (This means in practice that you will be able to go on a ~$4,000 trip for free, each year.) Professional development allowance of $600 per year. Uncapped potential to grow in the role and increase in salary, depending on the performance The opportunities are endless to build the dream role for you. Those with the aptitude and desire will have the ability to grow into management. Candidates who are enthusiastic to grow will receive support to develop themselves. In addition to our professional development allowance, those who wish to do so can learn new tools and systems and become advanced users of our platforms. About Our Culture
Our culture is a bit different to the average company. Even though you're working to sell more trips, there will be no pressure to hound people again and again:
The position has no Commissions, meaning that if you think someone is not a fit for a trip, you can tell them honestly. So long as you give people the best service you possibly can, and make a real effort to close the bookings that actually should be closed, you'll be a great fit. (This is something we're very serious about!) Our only KPIs are built around how we can offer the best service. So, if offering great service means spending 30 or 45 minutes on the phone with someone, then great... because we do that all the time. We enjoy having a good chat with our guests, who over time become our friends. We don't have Mission Statements, Vision Statements, or.. any of that nonsense. While we believe strongly in knowing what we value, we try to avoid Corporate BS like the plague. In fact, if you're sick of working for companies that put their so-called 'Values' on the wall but then completely ignore them in the day-to-day business operations, you're going to love working here. Here's what we expect of all team members:
Deep Product Knowledge. We expect our team to know the product back to front. We test on this, and verify that the knowledge is up to date. This means that you can have the confidence that everyone on the team is up to speed and good at their jobs. Embrace our Principles. Our company is different, in a good way. But to keep it that way, we need all team members to embrace our ideas and work to implement them every day. Work on the Business, At the Start of the Day, Every Day. You may have previously worked at companies where the biggest, most important things never happen - because there's always something 'urgent', what truly matters falls by the wayside. Well, not here. And that's only possible because all of us pitch in, every day, to make our systems work better. The future for Leatherback Travel is huge. We are not just launching new brands; we are doing it with a purpose. We don't want to just take our customers to the best places... We want to build and create new experiences to share with the world. Our goal is to build walking trails, hiking lodges and create completely new travel routes in places that are unexplored and unappreciated.
Our team works remotely and right now consists of eight people excited about their work, split between Australia and Europe. Our culture is special, and is the right fit for those who are looking to do the best work of their lives.
Every day, all we think about is how we can deliver world-class experiences and give people the best customer service. We are looking for people who share our service-driven approach and desire to become better at what they do. If that sounds like you, read on!
How to Apply?
We receive a large amount of applications for this role. Make sure to read the description carefully and take your time to submit a high-quality application that stands out. Also, make sure you write a detailed cover letter addressing the requirements and the criteria for this position.
AUSTRALIA, BOSNIA, BULGARIA, COSTA RICA, CROATIA, INDONESIA, MEXICO, MONTENEGRO
We have a small, tight-knit team
spread across the world. ABN 24 631 228 898
Suite 116, 135 Cardigan St, Carlton Vic 3053
Official member:
adventure trade travel association
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