Adventure Operations Specialist

• Provide customer support and answer questions from booking confirmation through departure
• Handle customer booking change requests and rearrange services with local suppliers
• Ensure booking changes are correctly invoiced by suppliers and to customers
• Resolve trip issues with minimal disruption
• Find solutions for supplier errors, accommodation closures, and travel disruptions
• Monitor balance payments and verify timely and accurate payment
• Prepare and send pre-departure materials and travel documentation, including uploading documents to the smartphone app
• Take shifts on the emergency phone line for customers currently on trips
• Respond to post-trip customer feedback and communicate it to Sales and Products teams
• Support Sales by preparing and sending custom itineraries and travel documentation
• Build relationships with local suppliers

• Experience in Operations in an adventure travel company, ideally specialised in self guided walking and cycling holidays, is highly desirable
• Experience in fast paced reservations or operations roles where you have demonstrated your ability to understand customer needs and find solutions is mandatory
• Understanding and sharing of our values related to Responsible Travel is mandatory
• Experience with computer booking systems (ideally TourCMS), help desk and chat software (ideally Zendesk) is highly desirable
• Experience with email-based customer service
• Outstanding organizational skills and attention to detail
• Excellent verbal and written communication skills, English must be native or of equivalent level
• Excellent email and phone manner and technique
• Ability to work under pressure while maintaining accuracy
• Ability to work efficiently without supervision
• Friendly attitude, personal integrity and high standards of customer service

• Work from home
• Flexible working time
• Fixed base salary
• 25 days of paid annual leave + bank holidays, increasing by one day every year until year 5
• Great discounts for you and your friends/family members on all TNA trips
• Outstanding learning and development opportunities
• Great multinational team and a rapidly growing company