Nordic Luxury

Nordic Luxury, small boutique DMC, specializes in the bespoke exploration of Iceland, Greenland, Norway, Finland, Denmark, Sweden and Faroe Islands. Having pioneered unforgettable trips on behalf of exceptional individuals for over a decade, we now bring a honed couture travel experience, crafted with flair and finesse entirely around people's dreams.

Vinnustaðurinn

Customer Care Specialist

As a Customer Care Specialist, you will be the primary point of contact for clients, handling inquiries, resolving issues, and supporting ongoing travel arrangements. You will play a key role in ensuring that each client's journey runs smoothly by working closely with our operations team and managing bookings. This position involves shift work, including nights and weekends, to ensure 24/7 coverage.

Main tasks and responsibilities

Client Support: Handle client inquiries via phone, email, and messaging platforms. Assist with travel logistics, resolve issues, and provide timely updates to ensure client satisfaction.
Emergency Response: Act as the primary contact for emergency requests, resolving issues promptly and coordinating with the Operations team to ensure smooth handling of any changes.
On-location Reservations: Manage bookings (restaurants and others), ensuring availability and handling special requests (dietary restrictions, celebrations, last-minute changes). Keep a detailed log of all reservations.
Operations Support (Peak Seasons): Collaborate with the Operations team during high-demand periods, assisting with logistical planning, managing booking confirmations, and handling overflow tasks as required.
Supplier Coordination: Liaise with hotels, transport providers, and other suppliers to verify and confirm bookings ahead of clients’ arrival.

Educational and skill requirements

Customer Service Expertise: A demonstrated ability to provide exceptional customer service, with a focus on enhancing the client experience.
Problem-Solving Abilities: Strong decision-making skills, able to handle complex and high-pressure situations efficiently.
Attention to Detail: Ability to manage multiple tasks, track reservations, and ensure all details are correct.
Organizational Skills: Capable of managing workloads and prioritizing tasks in a fast-paced environment.
Team Player: Willingness to collaborate with both the customer care and operations teams to maintain high service standards.

Job Expectations:

· Shift Work: This role requires flexibility in working nights, weekends, and extended hours during peak and holiday seasons to maintain 24/7 coverage.

· High-Stress Management: Ability to remain calm and focused during busy periods, particularly when resolving urgent client requests.

· Cross-Training: Participate in cross-training to handle multiple roles and provide support where needed across the organization.

Required Experience:

· Experience in a similar role is preferred. Specifically in customer service or travel-related positions.

· Familiarity with travel logistics, including bookings, hotel coordination, and restaurant reservations.

· Knowledge of Iceland and other Nordic countries tourism industry is a plus.

· Proficiency in handling communication tools, booking systems, and customer service platforms.

Candidates must reside in Iceland and be eligible to work in Iceland.

Auglýsing birt11. október 2024

Umsóknarfrestur14. október 2024

Tungumálahæfni