Experienced Ferries Customer Service Representative

1 week ago

Moschato, Attica, Greece Ferryhopper Full time

Ferryhopper is an equal-opportunity employer that welcomes diversity and is committed to inclusion in the workplace. We do not accept discrimination and harassment of any kind. This policy applies to all employment practices within our company.

The Company

Ferryhopper is revolutionizing online ferry booking, aiming to change the way people travel by ferry. We are collaborating with more than 180 ferry companies across 35 countries, bringing a fresh and seamless ferry booking experience. We always strive to cater to the needs of all travellers and keep improving our services.
If you want to know more about the team, read about Ferryhopper in a nutshell.

The Role

Selling ferry tickets creates a whole host of questions from our customers, and we pride ourselves on the highest level of customer support in the market. Last year our customer support team interacted in over different conversations with different customers; keeping them satisfied is no small task, but if you feel up to it, we want to hear from you We are looking for a customer support agent to join our fast-growing team in Athens with prior experience in the ferry industry.

The successful candidate will be responsible for handling customers' requests and maintaining an excellent, tailor-made customer experience. We value people who take pride in their work and enjoy the challenge of delivering outstanding results.

Responsibilities

  • Receive & process incoming chat, emails & calls
  • Handle general requests in several communication channels
  • Execute ferry ticket cancellations, rebookings, and other inquiries across various ferry platforms
  • Handle force majeure such as strikes or extreme weather events, bulk changes
  • Communicate with Ferry operators and partners 
  • Accommodate customers in person at our reception desk
  • Report technical issues internally
  • Suggest improvements to the operational process to ensure the smoothest possible functioning of the team as a whole

Requirements

  • 1+ years of experience in a Ferries Travel Agency and customer service
  • Advanced user of ferry booking platforms
  • Familiar working with apps and new technologies / Computer literacy
  • Bachelor's degree in Tourism/ Business Administration or any quantitative subject
  • Excellent communication in English and Greek
  • Quality focus and multitasking in a fast-paced environment
  • Dedication to going above and beyond to solve customers' problems
  • Self-motivated, strong time-management and problem-solving skills
  • A relentless team player, willing to share ideas and help other team members

Good to have

  • Previous experience in OTAs
  • Knowledge of any CRM app
  • Knowledge of any extra language such as French / Italian / Spanish / German

Benefits

The health of our company and the success of our products are directly related to the health of our team and the work environment we create for ourselves. With this in mind, we strive to provide an inclusive and positive working environment. In this respect, we offer:

  • A competitive compensation package
  • Working equipment
  • Great office space with fresh fruits and snacks always available :)
  • Training and educational budget throughout the year
  • Joining a fast-growing, ambitious international team
  • Fun team events and a vibrant company culture
  • Growth opportunities

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