Customer Engagement Consultant

6 months ago

Surbiton, United Kingdom Exodus Full time

Our mission is simple, to Improve life through travel. Exodus Travels is one of the world’s leading adventure travel companies delivering outstanding travelling experiences across more than 90 countries worldwide.

Providing unparalleled expertise and local knowledge, our exceptional guides on the ground and teams in our worldwide offices have been crafting amazing travel experiences for years.

Our values are to Bring Happiness, Take Responsibility, Be Ambitious, and Always Passionate, they underpin the work that we do and act as a reminder of why we do it. We are looking for people who can embrace our values and live them every day.

**Summary of the role**:
Exodus is creating a new customer-facing team of customer experience experts to call all of our travellers soon after returning from their holiday. This new proactive person-to-person contact will maximise brand loyalty and re-bookings by building a close rapport with our customers, lead generation, and addressing any difficulties.

You will be asking our customers to share their on-trip experiences, responding to any small queries or concerns, cultivating the customer relationship, aiming to improve feedback and review rates, and adding fresh leads to our sales pipeline. You will collaborate closely with partners such as Customer Services, Sales, Customer Operations, and Product to provide a key service offering at a crucial customer stage.

**What you will be doing**:

- You will follow a call list of customers to contact after their return. Who will have been advised to expect a call from our Post-Travel Team.
- Before any calls, you will be provided with all the details and history we have of the customer’s interaction with Exodus - for example, their travel history, their trip feedback, and any other contacts before or after their trip
- You will hold a friendly and open conversation about their experience with Exodus to date, with the key aims of the call to offer the customer the chance to:

- Share their positive feedback more widely via, for example, web reviews, sharing their experience on social media, and nominating Exodus or their leaders for an award.
- Raise a concern or query to be followed up and shared within Exodus for knowledge, learning, or action.
- understand their loyalty status and the discounts or benefits available to them on future bookings
- Share or log their future travel preferences or intentions.
- Create a lead to pass to a sales consultant to discuss a new booking
- If none of the above are of interest to the customer you will have given them a personal connection with the brand and added personality to their interaction to make the business more memorable.
- After the customer call, you will log your interaction in our CRM, initiate any follow-up required with colleagues, and where needed set tasks or reminders for follow-up or response.
- Your performance will be measured by a variety of metrics including calls made, customers spoken to, leads created, problem-solving interventions made, and positive customer reviews posted.

**What this role is **not**:

- Be asked to cold call uninterested or unprepared people - all calls will be to those customers who have just returned from their vacation.
- Tasked with making a sale at all costs, our purpose is to build engagement and understanding and produce leads where appropriate.
- Dealing with major complaints, we have an experienced Customer Services team already in place who deal with complaints and accidents.

**What we are looking for**:

- Direct customer-facing (phone or in-person) experience with both happy and unhappy customers.
- Having worked in a target-led or sales environment
- Excellent phone manner - empathetic, able to establish rapport and reassure customers, and keen to provide confident responses when needed.
- Some travel experience to Exodus destinations
- An interest in adventure travel and the outdoors

**Attitudes & Attributes**:

- A natural problem solver - where customers share constructive feedback or ask for follow-up, you will enjoy finding solutions for them.
- The ability to maintain a positive demeanor during high-volume periods

**Our commitment to Equity, Diversity & Inclusion**:
Together we will cultivate a diverse, equitable, and inclusive environment, where all our people can thrive and are encouraged to be their unique selves. We are committing to implement significant change within our culture by increasing awareness of and counteracting unconscious bias, eradicating systemic barriers, embracing diversity, and engaging all employees in the process.

**Our commitment to People, Places & Planet**:
Our People, Places & Planet plan works towards improving life through travel - for the places we visit on our adventures, the people we meet when there, and the planet that hosts us.

We believe people are happier and perform best when they are able to be their true selves, and that teams with varied strengths deliver better results.

T

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