Customer Support Intern

Job Description

Job title: Customer Support Intern

Company: Byway

Job description: Company Description

We help holidaymakers love their journeys

We’re the world’s first tech platform for flight-free holidays. We help people love their journeys, and are proud to be a certified B Corporation. Founded in March 2020, we’ve booked over 5,000 people onto flight-free trips with 97% five star reviews, and regularly appear in mainstream press from the Times to the Guardian. We’re growing 4x year on year, and have no plans to slow down until flight-free travel is mainstream.

Job Description

We’re looking for a customer support superstar to welcome customers to Byway and help them with their holiday enquiries. You’ll be the first point of contact for customers and customers-to-be and present a friendly and knowledgeable face to help us qualify leads and build fantastic long-term relationships.

You’ll maintain our excellent customer experience record by triaging our customer emails and phone calls in a timely and expert manner and building simple trips our customers will love. You’ll be supported by our proprietary technology and will advocate for its improvement.

Be the first point of contact for our customers: respond to email enquiries, triage and qualify sales leads, and answer our main phone line

Use your outstanding customer service skills to delight our customers and maintain our five-star review record

Handle simple phone and email enquiries, and pass more complicated enquiries to our concierge team

Use our dynamic packaging technology to make small changes to customer trips or build simple trips of your own

During busy periods, be available to help out with various customer experience-related tasks

Introduce/advocate for processes/technologies/tools for further automation, and act as a business owner for technical developments

Qualifications

What we’re looking for

Customer-facing experience and outstanding customer service skills

Very strong attention to detail

Superb time management skills; ability to prioritise your time and trips

Belief in our mission and a passion for sustainability and slow travel

Perfect written and spoken English, and an excellent phone manner

Proficiency in working with spreadsheets and/or CRM software; good general technical understanding

Availability to work from Sunday to Thursday

What would be great (but isn’t required)

Experience in (or knowledge of) the travel industry

Fluency/proficiency in French, Italian, Spanish and/or German

Additional Information

What we offer

£25,000 pa, pro-rated for a six-month internship

One cost-price Byway holiday per year

An annual autumn Away Day and a team weekend away in the spring

20 days wherever: work when you like and where you like for most of the month – we’ll fund a day a week in a coworking space

2 days together: join our team in the London office two days each month including our monthly social

How to apply

Please apply with your CV and a short covering letter. We’re more interested in your covering letter than your CV.

We’re eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.

The process

If we like your application, we’ll ask you to complete a short in-tray exercise so we can gauge how you might respond to some of the core tasks involved in the role. If you do well on the exercise, we’ll set up a 15-minute call for you and Bartek, our Bookings Support Executive, to meet each other. After that, there will be a 30-minute call with Jess, the hiring manager. The third and final interview is focused on us getting to know you, and you getting to know Byway. It will be with Jess and Cat, our founder/CEO. If that’s great, we move to job offer and references!

We offer flexible scheduling for our multi-stage interview process and are open to adjustments based on candidate needs.

Applications for this role close on 12th January 2024.

Expected salary: £25000 per year

Location: London

Job date: Sat, 30 Dec 2023 23:21:37 GMT

Apply for the job now!