About the Role
We are seeking a highly skilled Road Trip Operations Coordinator to join our team. This dynamic role will involve ensuring our travelers have a smooth and enjoyable journey.
The successful candidate will be responsible for handling queries about existing bookings, supporting internal teams with customer interactions at pick-up and drop-off, and providing real-time assistance for any challenges that arise on-trip.
As a contact center agent, you will operate in a fast-paced environment handling calls, live chats & emails. Whether it's troubleshooting vehicle issues, coordinating emergency roadside services, or liaising with external partners, you will play a critical role in getting our travelers back on the road as quickly as possible.
Main Responsibilities:
* Assist customers with inquiries about upcoming bookings, ensuring a seamless start to their journey.
* Support internal teams (local operations and other customer support teams) in delivering a smooth pick-up and drop-off experience.
* Provide guidance to customers on policies, vehicle functionalities, and trip expectations.
* Handle urgent and non-urgent customer requests in real-time, through phone, live chat, and email.
* Troubleshoot issues travelers may encounter during their trip, offering step-by-step solutions.
* Coordinate roadside assistance (e.g., towing services, problem resolution, vehicle swaps, etc.) and track progress to ensure customers are back on the road.
* Maintain accurate records of all cases in internal tools (e.g., Zendesk, Talkdesk, CRM) to ensure proper follow-up.
Necessary Qualifications:
* Previous experience in emergency dispatching, roadside assistance, or high-level customer service, preferably in time-sensitive or urgent support roles.
* A strong sense of urgency and adaptability, with the ability to stay calm and focused when assisting customers facing unexpected and stressful situations.
* Excellent problem-solving skills, capable of navigating high-pressure scenarios with precision, speed, and empathy.
* Ability to manage multiple cases simultaneously while maintaining high-quality service.
* Fluency in English (mandatory); additional European languages are highly valued.
Why Choose Us?
* A dynamic position in a young, fast-growing company.
* Continuous training and coaching by senior managers to develop your skills.