Complaints Manager / Conflict Resolution Specialist Otro

Established in 2008, ToursByLocals is the provider of choice for private tours
around the world. With a presence in over 149 countries (and counting!),
ToursByLocals enriches the travel experience by connecting travellers and our
network of over 1600 guide partners. Whether it's a trip to a location off the
beaten path or an airport layover tour for someone passing through, the sky is
the limit for what we can facilitate through ToursByLocals!
We are looking for a diplomatic and assertive individual to take the lead in
those rare cases that our tours fall below those high standards. In the best
possible outcome, the customer's trust in our brand is fully restored, and the
guide-partner learns about how to deliver even better tours, while never
doubting how much we value their partnership. This can be a difficult
balancing act: on the one hand, 'the customer is always right' and may be
demanding (rightly or wrongly) a full refund; and on the other hand, our
guides are like rock stars, they are spread around the world, and they may be
insisting that absolutely no refund would be acceptable.
Key responsibilities include:
-    Effectively and with fairness, deals with tour experience problems reported by travelers and guides
-    Interacts with travellers, travel agents and guides to resolve problems
-    Reviews and publishes tour ratings, facilitating constructive guide feedback and arranging any appropriate compensation for the customer
-    Decides guide compensation in case of problems and cancellations
-    Coaches guides on how to handle conflicts and bad reviews.
-    Identifies when guide partnership should be terminated
-    Resolves credit card chargebacks
-    Fully capable in all aspects of customer support
Expected results:
-    Decreased rate of complaints and poor reviews over time
-    Maintained strong relationships with guides.
-    Identification of key areas for improvement of the tour experience, effectively communicated to guide coaches and guide recruiters
-    Data and trend reports to management on a regular basis
-    Documentation, analysis and refinement of complaint resolution principles and policies
-    Diplomatic, assertive and effective argumentation style. Fluency in English.
-    Ability to apply company complaint resolution principles and policies to an endless variety of unique cases
-    Attention to detail
-    Pursuing or obtained an University Degree in Psychology, Philosophy, or Law. 
-    Data presentation skills are an asset
-    Proficiency with MS Excel is an asset 
The training will be for 3 weeks in Vancouver, Canada (we will pay flights and
accommodation) and 2 months in Buenos Aires. During the 3 month training
period the salary will be ARS $19.000 GROSS per month. Upon completion of the
training period, our fully trained Conflict Specialist  will be compensated
with $ARS 26.000 GROSS per moth. We also pay for OSDE 310 and our work
schedule is usually flexible (some people do from 10am to 6pm, others noon to
Besides applying in Bumeran please send a cover letter to outlining the
reasons of why you would fit in this position.

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