Operations and Customer Service Coordinator

About Us

G Adventures is the world’s largest small-group adventure travel company and we’ve been making epic travel memories happen on all seven continents for over 30 years.

Our mission is simple: to change lives through travel. And not just our travelers’ either. Since day one, our tours have been built to establish meaningful relationships with local communities, directly benefiting the people and places we visit at every step of our tours.

With the demand for travel coming back strong, we are set up and excited for this next chapter in our company’s story — and we’d love for you to be a part of it.

Our DNA revolves around building, nurturing, and developing a diverse culture of people and a true sense of belonging, where everyone is encouraged to bring their authentic self to work each and every day. You’ll have the opportunity to grow your career, and yourself, alongside a passionate, talented, and welcoming community that works hard to spread goodness around the world.

If all that sounds like your kind of thing, well, we can’t wait for you to join us.

About the role

Reporting to the Regional Operations Manager, the Operations Coordinator serves the needs of G Adventures customers – internal and external. Duties will include working with suppliers and the Reservations team using efficient process and actioning any foreseeable problems. You will also need to communicate clearly and efficiently with travelers. Support for the Regional Operations Manager to ensure accuracy of product and flow of operations.

Responsibilities

• Support the Global Sales and Brand teams in information-gathering and logistics related to travellers before arrival.

• Assist in ensuring the G Adventures brand and other client brands are properly represented throughout the region.

• Support product review and new product development.

• Organise all the pre-tour information needed by the travelers : Welcome Letters/Welcome Packages, checking Good to Go, boarding passes, reconfirmation of services… in the case they can not be performed by the CEO or there is no CEO associated with the tour.

• Monitoring of incident reports as they come in, communicating with the Reservation and CEO Manager as necessary to determine if follow up is needed, and communicating with appropriate individuals to assist in issue resolution.

• Coordinate with the Regional Operations Leadership team regarding last minute changes, and keep the CEO’s and providers informed.

• Through a deep knowledge of the region, assist the reservation Team with solutions when new alternatives are needed to ensure a trip can run according to its itinerary.

• Support the Customer Solutions team for on-tour and post-tour issues, investigating, collaborating and communicating with the stakeholders to manage situations as effectively as possible and bring them to resolution.

• Assist with validations to facilitate vendor reservations in coordination with the reservations team. This includes on-tour and post tour changes where modifications to the system are needed so that invoices match the system when received. Assessment and communication of cancellation fees to Base Camp Ops. Will generally require collaboration with the buying team and negotiation with suppliers.

• In case of Emergency, you might be required to assist outside of regular work hours.

• To contribute to G Adventures performance by displaying a positive, enthusiastic attitude and showing support and involvement in G Adventures initiatives and activities

Requirements
Must Have:

• 3+ years experience in the travel industry

• Highly proficient in English both written and spoken

• Able to work on a Sunday to Thursday work schedule.

• Computer skills

• Familiarity with Regional Geography

• Excellent Customer Service and Listening Skills

• Problem Solving/Complaint Resolution

• Decision Making Skills

• Team Player, Flexible, Co-operative Approach

• Self Motivated and Goal orientated

• Excellent Attention to Detail, Well Organized

• Positive and Innovative Attitude

• Good time management skills

Nice to Have:

• Knowledge of G Adventures product in the region

• Vocational Qualification related to Travel & Tourism/Business

We thank all interested candidates; however only those chosen for an interview will be contacted.

***QUALIFIED APPLICANTS MUST HOLD APPROPRIATE CITIZENSHIP OR DOCUMENTS PERMITTING THEM TO RESIDE AND WORK IN COSTA RICA**

What do we offer you?

• Competitive salary commensurate with the role

• Competitive benefits package 

• Birthday day off

• Vacation time for you to recharge

• Enhanced Parental Leave

• Learning and growth opportunities

• Employee Resource Groups

*Applicable based on location*

G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.