Customer Care Supervisor (Travel Company)

*** POSITION PURPOSE As the Customer Care Supervisor for Intrepid trips within South East Asia, your pivotal role revolves around enhancing our customer's on-trip experience. By adeptly handling, responding, and resolving on-trip customer concerns, you play a crucial part in reducing case escalations and aiding the business in achieving our trip NPS goals. • Directly engage with customers during their trip, ensuring any challenges are transformed into positive experiences through fair resolutions. • Collaborate extensively with the Operations Manager and the Global Customer Care team to pinpoint and address repeated customer challenges, enhancing overall trip quality. • Be the local 'Customer Care Support' in the Incident Response Team, ensuring timely and appropriate responses. • Act as the local liaison for the Global Customer Care team, providing relevant information for their post trip investigations. • Proactively identify areas of enhancement to reduce customer dissatisfaction and amplify satisfaction. • Champion the Global Customer Care Team's 'Surprise & Delight' initiative, curating memorable moments for repeat customers or marking special occasions. *** Areas of Accountability 1. Investigate & respond to on trip customer complaints • Lead fact-finding investigations to help establish complaint responses. • Respond to customer complaints while on trip to prevent escalation. • Collaborate with Operations Manager, Product Category Managers, global Operations and Customer Care to continuously improve our trips. • Support the Operations Manager with leader & guide training around customer/ customer experience. 2. Support the Global Customer Care team investigate and respond to post trip complaints & online feedback • Lead fact-finding investigations based on direct post trip complaints Customer Care receive to help establish customer responses. • Review & investigate customers post trip feedback submissions, proactively looking for improvements and highlighting opportunities for global Customer Care to engage with customers. • Collaborate with Operations Manager, Product Category Managers, global Operations and Customer Care to continuously improve our trips. 3. Management of emergencies as they arise • Act in accordance with INTREPID’s Incident Management Plan and act as the Local Customer Care Support in the Incident Response Team 4. Be proactive! Help improve quality of existing trips • Identify potential improvements to itineraries based on customer feedback • Keep a close communication with Destination Product Area 5. Surprise & Delight • Innovate ways to engage past customers and enhance Global Customer Cares Surprise and Delight initiative 6. Assist Operations Manager and Global Customer Care Manager with specific tasks or projects as required • Be flexible and open to new projects as they arise 7. Purpose • Understanding of the “Purpose and Profit” Intrepid philosophy • Commitment with the different sustainability policies, prevention against discrimination, harassment and bullying, promotion of equality in the work centre, safety and health in my work centre and participate of the security brigades.

*** QUALIFICATIONS, TECHNICAL SKILLS AND EXPERIENCE • Relevant tourism qualification desirable • Extensive travel experience in the region and a passion for travel • Management coaching / training experience desirable • Excellent English communication skills (verbal & written) • Experience in administrative tasks, using Microsoft Word and Excel • Travel industry work experience, particularly as a Group Leader with priority given to those with experience in INTREPIDs and/or other adventure travel companies *** SOFT SKILLS AND OTHER PERSONAL ATTRIBUTES • Reliable and organised. • A high level of emotional intelligence. • Customer focused and leading through example. • Skilled in conflict resolution, especially in high-stress situations, while maintaining a calm approach. • Detail-oriented, problem-solving mindset with the capacity to handle multiple tasks efficiently. • Able to function independently as well as collaboratively within a team. • Ability to collaborate within your team and other departments. • Profound knowledge of the INTREPID brand and its offerings. • Embraces a digital-first approach. *** OTHER REQUIREMENTS • To travel to Intrepid destinations within the region • Be on call via mobile phone outside office hours • Be available for outside of office hours Team calls and meeting with the Global Customer Care Team • Attend Intrepid functions outside office hours *** VALUE ALIGNMENT AND PURPOSE • Passion for travel and belief in INTREPID’s responsible travel philosophy • Understanding of and support for INTREPID’s Purpose and Profit ethos • Clear alignment with INTREPID’s values (Real, Ambitious, Impactful, Together)