Senior Back Office Specialist

Who we are:

We are disrupting the traditional $80 billion ski travel industry with the world's first self-service platform for booking an entire ski trip in just a few clicks. Our unique dynamic package technology empowers customers to plan, compare, book, and fully customize their ski holiday by providing real-time prices and availability for millions of ski trip combinations.

Our technology connects in real-time to thousands of supplier APIs to provide customers with a one-stop-shop solution to book everything they need for their ski holiday, including flights, airport transfers, accommodations, ski lift passes, ski gear rental, lessons, and more.

We partner with over 100 ski resorts (and counting) across 10 countries and have already sold over 70,000 ski holiday packages to skiers worldwide. We are profitable, and growing big!

Role Overview:

As a Senior Back Office Specialist, you will play a crucial role in ensuring the seamless processing of customer bookings, maintaining operational efficiency, and addressing inquiries to elevate the overall customer experience. Reporting directly to the Head of Operations, you will be responsible for managing critical aspects of our customers’ ski holiday arrangements and supporting the broader operations team.

Responsibilities:

• Booking Management: Process customer bookings, amendments, and transfers through various communication channels (online platforms, mail, and telephone).
• Data Collaboration: Work closely with the operations team to gather and analyze demand data for our range of products and services.
• Issue Resolution: Resolve booking-related issues promptly and efficiently to ensure high levels of customer satisfaction.
• Operational Support: Assist with pre-registration activities and other operational tasks to ensure smooth day-to-day operations.
• Correspondence Management: Handle daily correspondence, respond to inquiries, and make reservations in a timely manner.
• Professional Conduct: Maintain a professional demeanor and ensure a tidy work area at all times.
• Technical Proficiency: Utilize Excel and Google Spreadsheets effectively to manage data and tasks.
• Attention to Detail: Exhibit strong attention to detail, ensuring tasks are performed accurately even under pressure.
• Communication Skills: Demonstrate excellent written and verbal communication skills in English; proficiency in French is a plus.
• Availability: Be flexible and available to work on weekends as needed.
• Multitasking Ability: Excel in multitasking and working with multiple systems to handle complex tasks efficiently.
• Adaptability: Thrive in a fast-paced environment, handling multiple responsibilities with ease.

Requirements:

• Experience: Minimum of 3-5 years in a back office, administrative, or operations support role, preferably in the travel industry.
• Education: Bachelor’s degree in Business Administration, Tourism, or a related field is preferred but not mandatory.
• Technical Skills: Proficiency in Microsoft Office Suite (especially Excel) and Google Workspace.
• Language Skills: Fluency in English is required; proficiency in French is highly desirable.
• Problem-Solving: Strong problem-solving abilities with a customer-centric approach.
• Attention to Detail: High level of accuracy and attention to detail in all tasks.
• Team Collaboration: Ability to work well in a team environment and collaborate with cross-functional teams.
• Time Management: Excellent time management skills, with the ability to prioritize tasks and meet deadlines.

Advantages (Not Mandatory):

• Language Skills: Proficiency in French.
• Industry Experience: Background in the Travel Technology sector.
• Relevant Expertise: Skiing knowledge or expertise.