Trip Coordinator Team Leader
- Lead a team of trip coordinators to ensure excellent customer support.
- Manage complex customer issues and collaborate with stakeholders.
- Drive continuous improvement and implement robust solutions.
Trip Coordinator Team Leader
Full Time
Salary - $80,730
Do you enjoy interacting with people from different cultural backgrounds? Would you like to join a multicultural and passionate team in an entrepreneurial environment where boundaries in the global travel industry are challenged, and new ideas and out-of-the-box thinking are welcomed and encouraged?
Who are we?
Quark Expeditions is the leading polar expedition travel company headquartered in Toronto, Canada. We operate cruises to Antarctica and Arctic regions (Greenland, North Canada, Svalbard) on board of 3 modern polar expedition ships – Ultramarine, Ocean Explorer, and World Explorer. Since 1991, Quark has been establishing a tradition of firsts in polar travel: as the first to transit the Northeast Passage with adventure travelers; the first to take travelers to the far side of Antarctica; and the first to circumnavigate the Antarctic continent with guests. Quark Expeditions is part of Travelopia, the world's leading experiential travel business, owned by KKR.
Roles and Responsibilities:
● Excellence in customer support
● Manage complex customer issues and take calculated risk and exercise judgment to identify most optimal solution
● Manage a team of 4 trip coordinators
● Stakeholder collaboration with internal and external partners
● Ensure process and tool compliance within the team
● Analyze data and reports and drive insights
● Identify opportunities for continuous improvement and drive change
● Create robust solutions for recurring problems
Tasks and Duties:
●Consult with clients to determine their specific travel needs and preferences.
●Build strong trust and rapport with guests in the lead-up to their travel via video calls, phone consultations, and responsive email communication.
●Provide expert advice on destinations, visa and entry requirements, luggage limits, and medical travel requirements.
●Prepare and brief clients thoroughly, ensuring they have all necessary travel documents prior to departure.
●Adjust, re-confirm, and meticulously coordinate complex travel bookings.
●Cross-check all travel documents and detailed itineraries in the lead-up to the trip to ensure absolute accuracy.
●Collaborate with international partners and suppliers to fulfill itinerary requirements.
●Manage and execute any pre-trip or mid-trip changes requested by guests or necessitated by suppliers.
●Provide dedicated support throughout the trip, acting swiftly to resolve flight delays, transfer hiccups, hotel or guide discrepancies, and any other logistical issues or complaints.
●Mentor, and support the trip coordination team, serving as their primary point of contact for complex guest issues and escalations.
●Allocate upcoming trips and distribute workloads effectively among specific team members.
●Facilitate and lead regular team meetings and destination-specific training sessions to elevate the team’s collective destination knowledge.
●Analyze post-trip feedback segmented by destination and individual team member to implement actionable, continuous improvements.
Required Skills and Experience:
● Min. 3 years of experience in roles around customer support and customer servicing
● Min. 2 years experience in managing and developing full time employees (work management, assessment, feedback, team members development)
● Demonstrated ability to deliver excellent results
● Ability to move fast, operate independently and take calculated risk
● Good listening and understanding skills
● Problem solving skills. Structured thought process
● Excellent prioritization skills
● Very Good attention to detail
● Excellent English and/or German communication skills – Written and verbal
● Flexible and Agile. Open to learning and changes.
● Travel industry experience would be an add-on
Why would you want this job?
This is a really unique customer service opportunity for many reasons – here are a few!
● The people you work with. We are a dynamic international and multicultural team where you will be challenged and have countless opportunities to broaden your horizons.
● Support for your growth. Our pool of managers, trainers and coaches will guide and support you while pursuing a personalized approach to help you succeed and grow. Furthermore, we invest considerable time and resources in the growth and development of our people.
● Flexible working hours. After the initial training, you will have considerable flexibility in your working hours.
● Having an impact. You contribute to memories of a lifetime for our guests through the joy and wonder of personalized travel which often has a deep impact on their lives. Furthermore, we listen to our team members’ ideas and suggestions, irrespective of their seniority which gives you an opportunity to shape your own and our company’s path.
What’s next?
If you are interested and meet the criteria specified above, please apply via this platform, your application should include your CV and a Cover Letter in English explaining why you are interested in this opportunity and why you believe you would be successful in this role.
We look forward to receiving your application and getting to know you.
- Consult with clients to determine their specific travel needs and preferences.
- Build strong trust and rapport with guests in the lead-up to their travel via video calls, phone consultations, and responsive email communication.
- Provide expert advice on destinations, visa and entry requirements, luggage limits, and medical travel requirements.
- Prepare and brief clients thoroughly, ensuring they have all necessary travel documents prior to departure.
- Adjust, re-confirm, and meticulously coordinate complex travel bookings.
- Cross-check all travel documents and detailed itineraries in the lead-up to the trip to ensure absolute accuracy.
- Collaborate with international partners and suppliers to fulfill itinerary requirements.
- Manage and execute any pre-trip or mid-trip changes requested by guests or necessitated by suppliers.
- Provide dedicated support throughout the trip, acting swiftly to resolve flight delays, transfer hiccups, hotel or guide discrepancies, and any other logistical issues or complaints.
- Mentor, and support the trip coordination team, serving as their primary point of contact for complex guest issues and escalations.
- Allocate upcoming trips and distribute workloads effectively among specific team members.
- Facilitate and lead regular team meetings and destination-specific training sessions to elevate the team’s collective destination knowledge.
- Analyze post-trip feedback segmented by destination and individual team member to implement actionable, continuous improvements.
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