Customer Care specialist

About the job:

You’ll be based in our Vilnius office (Lvivo Street 101), joining a team of about 50 people. You’ll get to work closely with the Reykjavik-based team, too.

We have a rotating shift system (including weekends), with each shift lasting up to 8 hours.

The service hours depend on the season: from September to April the latest shift ends at 1:30 AM. From May to August the latest shift ends at 10:00 PM.

What you’ll be doing:

• Providing correct and thorough information to customers about Arctic Adventure’s products, policies, and services
• Resolving product or service problems by clarifying the customer‘s needs while maintaining a positive, empathetic, and professional attitude toward customers and colleagues
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure the resolution
• Learn about Arctic Adventure’s products and services and keep up to date with changes
• Take care of the image of the company by providing outstanding service at all times
• Collaborate with our Iceland-based operations team and local partners when service recoveries are needed
• Manage and optimize group bookings with in-house and outside service providers
• Make sure every tourist group and each customer is taken care of and ready for the best travel experience

The perks:

• Hybrid work: 3 days per week on-site after your trial period.
• Additional sick days are available when you're under the weather.
• An international team with colleagues always has your back.
• Additional health insurance to prioritize your well-being.
• Equipped office with fresh fruits, hot drinks, pool table, and foosball.
• Team breakfast once per week.
• Opportunities for both personal and professional development.
• Company outings or in-office team events.

Who you are when you are the perfect fit:

• You are able to work shifts
• We use English in our daily communications, so you need to speak and write it very well
• You thrive when solving issues for customers and co-workers in a joyful, polite, and service-minded manner
• You can work on multiple projects, independently as well as in a team, and remain flexible while finishing tasks on time
• Empathy and an open mind towards people and solutions are second nature to you
• You celebrate and give constructive feedback, love to learn new things, and develop as a professional and as a person
• If we asked your friends to describe you, they’d say you’re an excellent problem solver, a great communicator, and a team player
• You have experience working on the common office software, are not afraid to ask questions, and are eager to learn.

Salary is EUR 1.100 net.