Customer Service Assistant

The role

The Customer Service Assistant is the first point of contact for customers.

The customers that we support are predominantly owners of camping sites and luxury glamping sites with whom we have a good long-term relationship, and who benefit from the relationship – it is vital to maintain our reputation of outstanding customer service! We also help customers looking to book their ideal camping holiday

As we are a small team it is essential that the successful candidate is flexible, happy to ‘muck-in’ and support the rest of the team. This role is based in our office in Birmingham and is 40 hours a week with a salary of £20,000

Key Responsibilities

After full training the role will involve:

helping new customers to set up their accommodation listing/booking system
providing ongoing support via email and phone to campsite owners on the booking system – answering queries, providing solutions to booking system issues
providing assistance to campers who are looking for their perfect holiday, and helping to resolve issues between them and campsites if there have been problems
processing complaints and issuing refunds where appropriate to ensure the customer’s experience is positive
providing tutorials to potential new customers, demonstrating the features of the booking system and responding to their queries
assisting the technical department with testing updates for the website as well as giving feedback and suggestions for improving the system
supporting the Customer Service Manager and the Account Managers
adhoc admin duties as required

You will need to have the following

No experience in booking systems is required as training will be provided on Bedful, our booking system, but you must be computer literate and able to quickly learn a new system.
A minimum of two years office-based customer service experience is required.
As we pride ourselves on, and have a reputation for exceptional customer service, we are looking for someone who can competently demonstrate these skills:
Communicating competently with campsite owners and customers, with a bright, friendly telephone manner,
Using initiative to effectively diagnose issues, and react to and cope appropriately with customers, satisfactorily resolving their issues. We do not adhere to a ‘script’ so this is essential.
Think quickly and creatively to resolve problems
Maintain and nurture our existing customer relationships, put the customer foremost in the relationship and ensure their contact with us ends positively
Remain patient, calm, polite and resilient in difficult or stressful situations
Prioritise effectively to meet deadlines
Pro-active, enthusiastic, organised, able to contribute to the team as well as take responsibility for their own workload,
Interested in travel/the outdoors.

About Us

Tripadee started life in 2006 as Punk Publishing, publishing the Cool Camping series of guidebooks, and has since grown to become an online travel agency with a portfolio of businesses including coolcamping.com, coolplaces.co.uk and glampingly.com. Our online booking system, Bedful helps hundreds of accommodation providers fill their beds by taking instant online bookings.

Full-time, Permanent

Salary: £20,000/year

How to Apply

If you would like to apply, please send a covering letter and CV to Catherine Greenwood at enquiries@tripadee.co.uk or apply via LinkedIn.

Please note: We are unable to sponsor visas and applicants must be able to work full-time in Birmingham, UK.