About Us
Let’s go on an adventure together!
Hey there, we’re G Adventures. We’re one of the world’s leading small group travel companies, and we’ve always believed that travel isn’t just about where you go — it’s about how it changes you.
For the last 35 years, we’ve set out to do things differently. No cookie-cutter tours. No giant buses or cruise ships. And not to mention, as few selfie sticks as possible. Just real humans, travelling your heart out across the world with open minds and a non-stop desire to make our planet better, simply by exploring it.
At G Adventures, our DNA (or GNA, if you will) is built on belonging — where bringing your authentic self to work every day isn’t just accepted, it’s downright celebrated. For our office crew — you wanna rock a t-shirt with your dog’s face on it? We say go for it. For our Chief Experience Officers — you wanna hit the road and call some of the most epic places on Earth your home office? We love that — and we’ve got you. Wanna spend your days with people you genuinely like? Us too — and we’re pretty sure you’ll fit right in, wherever that is.
Now about that career of yours — this is the kind of place where you can spread your wings and truly grow into your role. The best part? You get to do it all alongside a passionate, freakishly talented, one-of-a-kind bunch excited to produce top-notch work and spread a ridiculous amount of goodness at the same time.
Feel like this could be the right fit? We think so too, and we’re already way too excited to meet you.
About the team
We’re a tight-knit group of creative, technical and strategic specialists who research, hypothesize, ideate, design, code, write, film, edit, execute, boost, and track and measure every piece of award-winning advertising, communications and brand collateral for the world’s greatest small-group adventure travel company. We work fast. We work hard. We serve a global brand that stubbornly refuses to stop growing. We do it all in-house, and we have a blast making it all happen.
The G Adventures Global Marketing Team is on the hunt for a passionate, intelligent, experienced, hard-working and authentic Customer Solutions Specialist. If you fit the bill, give us a call. We can’t wait to meet you.
About the role
At G Adventures, we’re obsessed with the customer, our traveller; it’s about engaging and connecting emotionally with each and every one of them, along each and every step of their journey - so they keep coming back for more.
As Customer Solutions Coordinator, you are a champion of the customer experience. You demonstrate a persistent focus on the traveller on a daily basis when it comes to the online, phone or in-person conversations in which you are engaged and involved in response to the input and feedback we receive. You manage, disseminate and cycle this feedback, engaging the right customers, both internal and external, as required throughout the process in a constant effort to ‘do the right thing’. You assist and support the Customer Experience & Advocacy team when it comes to key projects and initiatives. Someone who lends a voice to our customers and supports the enhancement of the customer experience across all areas of business. Someone with opinions, and the ability to express them. Someone who aspires to use their customer advocacy skills and expertise to help change people’s lives through travel. Sound like a lofty goal? We live and breathe our brand promise every day so, if this sounds like you, we want you on our team.
Responsibilities
Actively contribute to the Global Marketing Team in a collaborative and meaningful way that helps support, inspire and motivate fellow colleagues and managers alike
Understand and become an expert in our industry, our business, our culture and our customer, and use that knowledge to create effective, impactful, strategic, and shareworthy work
Assess all feedback provided by clients through customer trip evaluation forms
Disseminate positive, negative and neutral feedback from trip evaluations forms or other sources to appropriate stakeholders and areas of the business
Help to identify areas of opportunity for operational improvement and customer retention across all areas of the business, and organize and share this information with other team members and departments through insightful reportable formats
Track issues through case management with an eye to identifying and assessing trends
Track resolutions to issues identified in trip evaluations and cycle that information back those customers who provided the feedback
Work across departments to proactively resolve negative client experiences and turn these into positive client experiences, with the end goal of growing advocacy and repeat business
Respond by email or telephone as appropriate to comments made in trip evaluations as a means of establishing customer engagement post travel
Proactively reach out to clients who have not yet provided feedback and encourage them to share their voice and complete their trip evaluation forms
Reach out to clients as assigned to gather specific information or feedback relevant to the business, leveraging a ‘root case’ approach
Requirements
Bachelor’s degree in a related field. We have a broad definition of ‘related’, including communications, marketing, sociology and behavioural studies
2-3+ years of demonstrated communications, loyalty, customer service and/or CX experience, working within a collaborative, multi-disciplinary team environment
Excellent written and oral English communication
Experience in media, hospitality and entertainment, travel and tourism or online retail is an asset. Passionate about the customer and the customer journey
Familiar with surveys and survey response strategies
Demonstrates a professional and highly evolved telephone, email and written letter technique and approach. Excellent problem-solving and organization skills
Strong listening and investigative skills, combined with a solid attention to detail
Positive, self-motivated and goal-oriented. Flexible and easily adaptable to change
Demonstrates the ability to critique and discuss his/her own work and the work of others in a constructive manner Possesses strong computer/technology skills and highly proficient in Microsoft Office, Powerpoint and Keynote
This role is a hybrid role based out of Peru, where a minimum number of days as set by the region, is required in the Lima office.
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 PERU**
What Do We Offer You?
Competitive Total Rewards Package, including exclusive travel perks!
Additional days off, including on your birthday!
Vacation time for you to recharge
Enhanced Parental Leave
Meaningful Employee Recognition Program
Learning and Growth Opportunities
Employee Resource Groups
*Applicable based on location*
Please note that Artificial Intelligence (AI) is used in the selection or interview process.
G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.
What We Do
G Adventures has been a world leader and innovator in sustainable adventure travel since 1990. We invite you to explore a world of tours infused with inspiration and excitement that will take you off the beaten track into the real heart of the destination. Our approach to travel provides small groups and independent travellers the rare opportunity to connect with nature and local cultures. The choices for travel are vast - from safaris and cultural treks to family vacations and exotic expeditions to places you have never even imagined, there is an adventure for everyone. If you share a lust of life and have the insatiable curiosity to travel and truly experience the world we live in, then join us and embark on a quest for the extraordinary. We are The Great Adventure People - welcome to our world of adventure travel!
