Your role at City Wonders will be:
Sales & Customer Care Agent
(Permanent contract, Full-time)
Who will support your development?
Senior Customer Care Agents, Supervisor & Manager
Where will you be located?
Group Headquarters, City Wonders,
6-9 Trinity Street, Dublin 2
You will work both from the office and from home.
What are the working hours?
40 hours per week, Monday - Sunday roster position requiring the successful candidate to work on either AM or PM shifts. The AM shift starts from 5:30am - 2pm and the PM shift starts at 12.30pm - 9:00pm.
This is an exciting opportunity for an individual who is passionate about Customer Services.
You will work with a high volume of calls, emails, and chats in a fast-paced, dynamic, friendly, and supportive environment. City Wonders is one of the premier operators of day tours and excursions throughout Italy, France, Barcelona, and the UK.
We provide a dynamic work environment in a fast-moving, high-growth entrepreneurial company. With rapidly expanding offices in Rome, Dublin, and Paris, and employees from nearly a dozen different countries, we're truly a multicultural workplace.
If you believe in the mantra 'work hard and play hard', City Wonders is looking for you. We want people who love what they do. That's why we hire trailblazers, pioneers, and problem solvers.
We pride ourselves on delivering 'best-in-class' customer service to ensure we provide memorable experiences that will last a lifetime. If you're ready to make a significant impact, then we are ready to talk to you.
Our Story
It all began in 2004 by developing an innovative tour to take a small group of visitors on a walk around historic Rome and share stories that they would never hear otherwise.
Dark Rome grew rapidly to become one of the largest tour companies in Italy. Through strategic relationships, such as our official Vatican Museums partnership, we are able to provide unique experiences for our guests.
Innovative high-quality tours with unique customer benefits, stellar guides who deliver tours in only one language (not multiple languages on the same tour), small group sizes, and world-class customer service are hallmarks of our brands and differentiate us in the marketplace.
In addition to English, many tours are now offered in Spanish, French, German, and Italian.
Following on the success of Italy, the company launched tours in Paris a few years later. We invested heavily in our infrastructure, including a new technology platform and recruiting leaders with the right skills and experience to scale our business globally.
In 2014, ten years after the company was originally founded, it was renamed to City Wonders. In addition to adding more product offerings throughout Italy, Vatican City, and Paris, City Wonders expanded to London and Barcelona.
We will continue to innovate to deliver the best products and services available to our guests and distribution partners in every market that we serve, and to become their provider of choice.
Key Responsibilities:
* Provide excellent support to our customers through phone calls, e-mails, and Live Chat.
* Promote our products and achieve team sales targets.
* Solve day-to-day issues that arise across our locations while considering both the customer and company requirements.
* Maintain and update the reservations system with customer bookings from direct customers and distributor partners.
Requirements:
* A minimum of 1 year's experience working in a Call Centre as a Sales or Customer Care Agent.
* Fluent English and fluency in one of the following languages: French, German, Spanish or Italian.
* A third language (French, German, Spanish or Italian) is a plus.
* Experience using live chat would be beneficial but not essential.
* Team player with an outgoing personality, and an excellent attention to detail.
* A professional phone manner with an ability to empathise with the customer while still ensuring you adhere to City Wonders policies.
* A track record in problem-solving and 'thinking outside the box' with an ability to find adequate solutions in response to a variety of scenarios.
* An excellent knowledge of all basic Office applications (Word, Excel, and PowerPoint).
* Experience in interacting with customers in a customer-focused service delivery environment via email, live-chat and phone.
* Experience working in an international environment, through your non-native language(s).