As the leader of our award-winning Customer Experience Team, you will be responsible for ensuring customer satisfaction, conducting team meetings, scheduling, trainings, coaching sessions and 1×1 sessions with your team, and applying your positive energy, social and leadership skills to motivate and energize your team and keep a happy and vibrant environment. Enjoy working together with your support and management teams in a positive and supportive environment to ensure team KPIs are met, sales goals, productivity and most of all delivering the personalized world-class customer service that Paradise is known for.
Job Responsibilities:
- Use your positive energy and leadership skills to motivate and energize your team.
- Conduct team meetings, scheduling trainings, coaching sessions and 1×1 sessions.
- Ensure KPIs are met, such as service levels, attendance, sales goals, and productivity.
- Ensure best practices and customer satisfaction, manage bonuses and workload.
- Work with our travel partners to ensure world-class experiences for our guests.
Requirements:
- You have Advanced English, spoken and written.
- You bring a positive attitude and positive energy, love to laugh, and thrive in a team focused environment.
- You are a people person, self-motivated, team-oriented, and have a drive to be the best you can be.
- A passion for travel and a spirit of adventure. You love to make dreams come true.
- This is a senior level position, previous experience in customer service or sales management required.
Benefits:
- A fast-paced, fun and flexible working environment with enthusiastic team members.
- Work directly with management and the owner, no outsource here at Paradise!.
- A professional multi-disciplinary work environment. We are not a call center.
- Better Starting Salary than Call Centers, with Monthly Performance Bonus.
- Top-Tier Benefits Including Fully Paid Private Medical Insurance and more.
- Educational Support Program and Flexible Schedules to Accommodate your Needs.
- Team-Building activities including travel, adventures, and fun local celebrations.
- Free Parking, On-Site Cafeteria, Travel Benefits, Life Insurance, Local Discounts, Careers.
- Conveniently located in Santa Elena, the nicest and safest area of San Salvador
More Information About Paradise!
Q: What level of English do you require?
A: Advanced English.
Q: Are you a call center?
A: No. Like all e-commerce companies, we have a contact center as part of our operation, where we make our customers’ vacation dreams come true. We service our customers by phone, chat, email, WhatsApp and social media. We are NOT an outsource or third-party like a call center — we sell only our own products and services to our customers.
Q: What is the salary for the position?
A: Salary is $1200.00 per month, plus a monthly performance bonus of approximately 10% to 20% of salary, depending on performance. The bonus is uncapped so top performers can earn more. Salary increases with tenure and performance are available. Advancement opportunities take it higher. We typically pay above market for all our positions.
Q: Do you offer Growth Opportunities?
A: Yes. Customer Experience is a great place to become an expert in our products and services while working toward a career pathway in Paradise. We have a variety of other positions within the company, both within Customer Experience, such as Leads, Supervisors, Group Sales, Training, and Quality Assurance, and in Digital Marketing, Social Media, Web Design, Web Development, Computer Programming, IT, Human Resources, and Administration. Many of these are filled with team members that started in Customer Experience and once they became experts at out products, they were able to transfer these skills and knowledge to different positions in the company. If you are on a degree path or already have one, it’s a great way to get your foot in the door and launch your new career.
Q: What is Customer Experience at Paradise?
A: Our Customer Experience Team Members take contacts from our customers who have found adventures on our websites they will like to buy. We help them to answer their questions, match them to the perfect adventures for them, and help them to create unforgettable vacation memories. We issue their tickets and then support them if they have questions or concerns after they book. Unlike most call center accounts, our customers are happy and excited for their vacations, already want what we have, and we need to bring them positive vibes and help them to make their dreams come true.
Q: How Big of a Team Will I be in Charge Of?
A: Our Customer Experience Team of 11 people consists of 6 Customer Experience Specialists, 2 Lead Specialists, 2 VIP Groups Specialists and 1 Backup Supervisor who will be under your charge. You will be supported by your Training Manager, B2B Sales Team, Marketing Team, Development Team and Management Team.
Q: What would be my Work Schedule?
A: As we are in the travel industry, we need to be there to serve our customers 7 days a week. Our office is open from 7 AM to 7 PM. You will work a 40-hour schedule with 2 days off, but this is a management level position, so you will need to be available to your team if they need you or put in a few extra hours on occasion to ensure your responsibilities are met. Work schedule is typically Monday thru Friday, Tuesday thru Saturday or Sunday thru Thursday, depending on the needs of the company and your personal preferences.
Q: Is this position remote?
A: No. We are seeking team-oriented, fun, and passionate team members who want to thrive, learn, and grow in a team environment. Our culture is important to us at Paradise; this isn’t just a job, it’s a family.
Q: Where are you Located?
A: We are conveniently located in Santa Elena, the nicest and safest area of San Salvador.
