Client Experience Associate

Summary

Join Context Travel as a Client Experience Associate and ensure a high-quality experience for clients interacting with the company. You will be the primary point of contact, managing client relationships, handling inquiries, and assisting with bookings and itineraries. This role requires strong customer service and communication skills, working efficiently in a fast-paced environment. The position involves supporting the Client Experience Manager, handling administrative tasks, and collaborating with various teams. It's a full-time, remote position with a competitive salary and benefits, including health and dental insurance, 401(k) matching, and unlimited PTO. A passion for travel and cultural learning is essential.

Requirements

• A passion for traveling and learning about world culture, history, and art
• Ability to work efficiently in a fast-paced, international, tech-reliant environment, independently and as part of a distributed team

Responsibilities

• Assist Client Experience Manager and team with client management aspects in the travel business, including but not limited to: CX support to all clients via email, online chat feature and phone service, client email maintenance, travel order maintenance, itinerary planning support, client facing collateral creation and share out, occasional support to the fulfillment team when handling ticketing and reservations
• Administrative tasks, such as: Workflow processes and documentation maintenance and support for CX SOPs, general file and documentation maintenance, training assistance when new staff is onboarded
• Support and cover workflow of team members when they are out of office
• Manage client relationships to Context standards
• Assist with all incoming client inquiries through email and chat
• Reach out to clients with website bookings when necessary
• Direct clients towards website booking when applicable
• Assist clients with direct bookings when needed
• Handle all associated service tasks in the booking platform for tour orders
• Ensure order notes, guide notes, and tasks are all up to date with client requests/info
• Work with the content and fulfillment teams to finalize itineraries
• Handle client payments, invoices, refunding/crediting and process proper documentation to client
• Ability to handle on the ground / emergency situations with confidence and a calm nature to problem solve on the go
• Work in a fast-paced environment and contribute creatively to our growing team
• Work on projects and initiatives involving colleagues across time zones, functions, and levels
• Understand our end-to-end process and its impact on the customer experience, expert experience, and internal process scalability
• Care about what motivates PEOPLE: we are a people-centric business connecting customers with our amazing experts across the globe

Preferred Qualifications

• Work experience in the cultural sector or travel industry preferred
• Digital native or strong digital proficiency - preference for applicants with experience in ZenDesk, Slack, and Google for Business suite (Google Sheets, Docs, Forms, Drive, Gmail)

Benefits

• Health and dental insurance
• 401(k) with competitive matching
• Unlimited vacation time / PTO
• Remote position (east coast preferred but not required)