About Company
Secret Escapes is a leading members-only website that offers exclusive travel deals on luxury hotels and holidays. We hand-pick the best hotels and holidays and negotiate amazing discounts for our members. Since our launch in 2011, we’ve grown rapidly, delighting millions of members with unforgettable experiences. We are a dynamic, fast-paced, and innovative company passionate about making luxury travel accessible. Our commitment to exceptional service is at the heart of everything we do, ensuring our members have a seamless journey from booking to destination and beyond. Join us in shaping the future of luxury travel experiences.
Job Description
Are you a proactive, customer-centric individual with a passion for operational excellence? Secret Escapes is seeking a Virtual Customer Operations Partner to join our dynamic team. This pivotal remote role, based out of Camden, London, focuses on enhancing our customer journey by providing exceptional support, streamlining processes, and advocating for our members’ needs. As a Virtual Customer Operations Partner, you will be the first point of contact for complex queries, a problem-solver who can navigate nuanced situations, and a key contributor to improving our service delivery. You’ll work closely with various internal teams, including product, tech, and sales, to ensure our operational framework supports a superior customer experience. This is an incredible opportunity to leverage your communication and analytical skills in a fast-growing, innovative travel company, all from the comfort and flexibility of a virtual work environment.
Key Responsibilities
- Manage and resolve complex customer inquiries and complaints via email, phone, and chat, ensuring high satisfaction and timely resolution.
- Act as a customer advocate, identifying recurring issues and collaborating with product, tech, and marketing teams to implement solutions and improvements.
- Develop and maintain expert knowledge of Secret Escapes' products, services, and operational procedures to provide accurate and comprehensive support.
- Contribute to the creation and refinement of knowledge base articles, FAQs, and internal documentation to empower customers and improve team efficiency.
- Monitor customer feedback channels, analyze trends, and present insights to management to drive continuous service improvement initiatives.
- Participate in cross-functional projects aimed at enhancing the overall customer journey and operational processes.
- Provide training and mentorship to new team members, sharing best practices and fostering a collaborative virtual environment.
- Uphold brand standards and values in all customer interactions, representing Secret Escapes with professionalism and empathy.
- Proactively identify opportunities for automation and efficiency gains within customer operations workflows.
Required Skills
- Minimum of 2 years experience in a customer service, customer operations, or customer success role, preferably in a virtual environment.
- Exceptional verbal and written communication skills with a proven ability to articulate complex information clearly and concisely.
- Strong problem-solving and critical-thinking abilities, with a knack for de-escalating challenging situations.
- Proficiency with CRM software (e.g., Zendesk, Salesforce Service Cloud) and other customer support tools.
- Demonstrated ability to work independently, manage time effectively, and maintain high productivity in a remote setting.
- A genuine passion for providing outstanding customer service and exceeding expectations.
- Tech-savvy with the ability to quickly learn new software and systems.
Preferred Qualifications
- Bachelor's degree in Business Administration, Hospitality, Communications, or a related field.
- Experience in the e-commerce, travel, or luxury goods industry.
- Familiarity with project management methodologies or experience contributing to process improvement projects.
- Additional language proficiency (e.g., German, French, Spanish) is a plus.
- Experience working with remote teams across different time zones.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous holiday allowance plus bank holidays.
- Flexible remote working arrangement (home-based).
- Opportunity to join a fast-growing, innovative global company.
- Exclusive Secret Escapes membership with unbeatable travel deals.
- Access to a comprehensive wellness program and mental health support.
- Continuous professional development and learning opportunities.
- A vibrant, collaborative, and supportive company culture.
- Company pension scheme.
How to Apply
If you are ready to embark on an exciting journey with Secret Escapes and make a tangible impact on our customer experience, we encourage you to apply! Please click on the application link below to submit your CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this Virtual Customer Operations Partner role. We look forward to hearing from you!