> Customer Experience Route Specialist (Work From Home, Permanent, F/T)

Customer Experience Route Specialist (Work From Home, F/T, Permanent) – DEADLINE FOR APPLICATIONS HAS NOW PASSED.

Closing Date: Sunday 6th August, 2023

Calling all outdoor enthusiasts with a flair for delivering the best customer experience!

Join the thriving tourism scene with Hillwalk Tours, where crafting happy experiences for our walkers is our daily mission. We believe in fostering a work environment that values our team as much as our customers.

Now, we’re on the lookout for a proactive and skilled Customer Experience Route Specialist to help us create an amazing customer journey.

Your Journey Begins

As part of our Customer Experience team, you’ll play a vital role in ensuring every step of the customer journey is a positive one. From initial contact to closing the feedback loop, you’ll make sure our customers experience the best hiking tour possible.

Alongside a fantastic team you will be offering tour advice to customers, and booking tours, but will use your expertise to also assist on the hiking trail elements; maintaining and refining routes, writing directions to/from accommodation and GPS tracks. With your exceptional problem-solving and communication skills you’ll tackle trail or tour issues with ease. When you’re fully familiar with our tours and have a solid understanding of our processes you’ll be ready to hit the trails yourself to complete route maintenance and re-walk tasks.

But that’s not all, this opportunity is home-based (although you can work from the office any day you like), we pay the work-from-home allowance and also offer flexible work hours!

Your Trailblazing Tasks:

  • Promptly and amicably respond to customer contact emails and phone calls
  • Demonstrate a diligent approach to booking accommodation, walker and luggage transfers that guarantee smooth and hassle-free journeys for our valued customers
  • Creating accommodation itinerary documents with directions to and from trails in addition to important notes customers need to be alerted to
  • Finding solutions to trail issues e.g.
    • Use online maps to find a suitable diversion when a trail issue occurs
    • Writing turn-by-turn directions for this diversion for customer to follow
    • Creating a map for this diversion for customers to follow
    • Updating GPS files with this diversion information
    • Contacting all affected customers to explain the issue and your solution
  • Finding solutions to tour issues (e.g. finding new accommodation options and rebooking customers as required)
  • Conduct site visits and full trail walks to check paths and accommodations, and update route information as needed
  • Writing new route notes if required (including turn-by-turn directions and information about local history and attractions along the trail)
  • Share the beauty of the trails by taking captivating photos and videos for our website and social media
  • With your resourceful and proactive mindset, effortlessly meet and exceed metrics and deadlines
  • Share on-call responsibilities during the walking season and be supportive of all company policies and procedures

Your Goals With Us:

  • Ensure every customer enjoys a happy and memorable hiking holiday
  • Become an expert on our hiking trails, providing high-value and accurate information to our customers
  • Quickly and thoroughly gain an understanding and full competence in all Customer Experience Team tasks
  • Be a great team player collaborating seamlessly with fellow team members and swiftly address any immediate issues and requests

Requirements For Your Adventure:

  • A full driving license and preferably your own car
  • Good health and endurance to complete long walking days
  • Flexibility to travel even at short notice
  • Experience as a confident hiker, comfortable walking trails alone. Mountain Skills Certification would be an asset
  • Knowledge of our trails and other long-distance hiking trails would be a big plus
  • Strong orientation, map reading and map creation skills is a must
  • Exceptional writing skills and the ability to use clear, concise language is non-negotiable
  • Excellent problem-solving skills, attention to detail & unwavering customer focus
  • Background in tourism/customer experience and geography is highly advantageous
  • Photography and videography skills to capture the magic of our trails
  • A calm demeanour, even under pressure, to shine in challenging situations
  • A technical mindset with CRM system experience, and strong spatial orientation skills
  • At least a 3rd level qualification in business/management/tourism/geography

Ready For The Adventure?

If you’re an enthusiastic hiker and a customer focused specialist with a passion for creating happy experiences, we invite you to embark on this exciting journey with us. Apply now and start your happy journey with Hillwalk Tours. Applications without a great cover letter don’t shine and get overlooked.

Further Application Details:

  • Location: Galway/West Region, home-based but some office days may be required for training, completing specific tasks and/or meetings. A private, quiet space with high speed broadband is required for home working.
  • Application Deadline: 6th August, 2023
  • Salary: €26k
  • Start: 2nd October 2023
  • How To Apply: Send your CV and a covering letter to jobs@hillwalktours.com.