Customer Service & Relationship Guru - Ourway Tours AB - Butikssäljarjobb i Stockholm
Customer Service & Relationship Guru
Ourway Tours AB / Butikssäljarjobb / Stockholm
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As OURWAY Tours customer service & relationship guru, your primary responsibility will be to facilitate the daily interaction with our stakeholders, i.e. customers, suppliers, partners and employees. Within this role, you need be genuinely excited to help our customers - as you are OURWAY's first point of contact! You will continually provide information that will address any questions or inquiries they may have about our services and the various tours that we offer across Scandinavia. Selling our services will always be a significant part of your daily routine. As many customers contact us by email and phone, you will help provide information that will assist our customers in deciding between what tours they should buy from us, and assist in the buying process.

You will attain to customer & supplier inquiries and will be responsible for solving any problems that our customers, suppliers and employees may have. Problem-solving should, therefore, come naturally to you and you must feel confident having multiple queries going at once.

You will build sustainable relationships through open and interactive communication with both customers, suppliers and employees of OURWAY Tours. You strive to maintain a high level of professionalism with clients and work to establish a positive rapport with every stakeholder to OURWAY Tours. You will also act as a bridge between other functions of the company as you are our hub for anything customer related.

Scheduling our guides to take the various tours that we offer to our customers will be a big part of your everyday job. You will make sure that our employees are scheduled to manage the workload and dictate when our employees are scheduled. Not every guide is suitable for every tour and it is your job to connect the right guide with the right customer and adhere to individual requirements. You will also assist in the training of new guides.

You will generate leads, reach out to prospects and qualify leads to create engaged customers and nurture an organic customer growth across all our destinations. Other duties include processing new client accounts, maintaining customer accounts and implementing changes to existing accounts. Operating the weekly hotline (emergency phone) on a rotating schedule will also be required.

Your main responsibilities will include:
* Managing incoming calls and customer service inquiries
* Generating sales leads that develop into new customers
* Identifying and assessing customers' needs to achieve their satisfaction
* Improve our customer service experience and create engaged customers
* Take ownership of customers issues and follow problems through to resolution
* Handle customer complaints, provide appropriate solutions and alternatives within the time limits
* Keep accurate records and document customer service actions and discussions
* Maintain an orderly workflow according to priorities
* Build sustainable relationships and trust with our stakeholders through open communication
* Organize bookings with suppliers such as vans, busses, museums, hotels and restaurants
* Scheduling of guides (employees)
* Assist in the training of new guides
* Operate the weekly & weekend hotline (emergency phone) on a rotating schedule
* Manage office travel bookings
* Manage general office administration

To suite this role it is important that you:

* Are fluent in English & Swedish
* Are open-minded and service-minded
* Are a people person; you should love interacting with people
* Have an eye for detail
* Show initiatives and responsibility for your work
* Are orderly and willing to work hard
* Have relevant experience within customer service
* Have exceptional verbal communication and interpersonal skills
* Have basic computer skills, including email and word processing
* Have the ability to remain calm and collected when dealing with difficult guests
* Are passionate about learning and willing to continue to acquire relevant knowledge
* Cooperates well with people and find it easy to engage with customers
* Find it easy to multi-task and manage a lot of incoming information
* Have a general IT-knowledge and find it easy to adapt to new technology and software
* Can handle stress

For this role it is mandatory that you are:

* Fluent in English
* Are familiar with Mac OXS & and other IOS applications

OURWAY Tours is a start-up company founded in 2011. The company operates as a bespoke tour operator, specializing in public and private tours within Scandinavia - and its capitals Copenhagen, Oslo, and Stockholm. The purpose of OURWAY Tours is to show people visiting Scandinavia; its people, places, and culture - the local way.

OURWAY Tours have three full-time employees located at our office in Gamla stan, Stockholm. The headquarter facilitate the everyday operation of the business with the primary roles present being Sales, Marketing, and Finance. The company also has several part-time employees who operate the daily tours that OURWAY Tours provide to its customers. We are now looking for a Customer Service & Relationship Guru to take our customer service to the next level.


Så ansöker du
Sista dag att ansöka är 2018-01-17
Ange följande referens när du ansöker: Customer Service Guru

Mira Johansson 0841077330
Natalie O'Sullivan 0841077330


Munkbron 1
11128 Stockholm

Stora Gråmunkegränd 12-14


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