Operations Agent

Job Description

Are you an experienced tourism operations expert with outstanding customer service skills and a knack for technology? Are you a quick learner with fluent English and a genuine love for travel? 
Your role will involve orchestrating bookings and services to ensure our customers' dream vacations are flawlessly executed. You’ll need to be a quick learner with the ability to work in a fast paced, sometimes high pressure environment, collaborating closely via Slack, Zoom, Google Drive and Zendesk
  
Responsibilities: 

• Collaborate in a team of 14 operations and ticketing staff across multiple EU locations. 
• Oversee the entire post-booking customer journey. 
• Process orders across our 23 destinations using our internal booking system, BlueMoon, guaranteeing accurate reservations. 
• Verify upcoming bookings to ensure all logistical aspects are meticulously arranged. 
• Communicate daily with suppliers to ensure quality service. 
• Prepare informative "tour reminders" for suppliers and guides, arming them with necessary information and tickets for upcoming services. 
• Engage with clients via email and phone, applying active listening to promptly addressing inquiries, managing booking modifications or cancellations, and providing last minute assistance in the case of delays or challenges. 
• Stay current with evolving products, procedures, and conditions. 
• Work cross-functionally with the guides, ticketing, sales, and guide management teams in Dublin and Rome, effectively handling last-minute bookings, tour inquiries, and on-tour emergencies to ensure client satisfaction

  
Qualifications: 

• A minimum of 2 years of experience in travel operations, with a proven track record of surpassing goals. 
• High energy, motivation, and a positive attitude and great personality. 
• Adapt quickly and thrive in a fast-paced, constantly changing environment. 
• The ability to handle high-stress situations, solve problems creatively, and remain calm under pressure.
• Demonstrate a bias for action, ownership and decision making skills. 
• Effectively collaborate with a distributed team, fully leveraging technological tools. 
• Possess impeccable English communication skills, both written and verbal and exceptional customer communication skills. 
• Showcase extensive travel experience in Europe and a strong grasp of its geography. 
• Display flexibility to work varying shifts, including early mornings, evenings, and weekends. 
• Possess excellent time-management, organizational, and detail-oriented skills. 
• Have a sense of humour with a strong team-player mentality

  
Additional Information: 

• Permanent homebased 
• Must be willing to work in any shift (morning, mid and night)