Customer Support Executive - Mexico (English/German language required)

Overview of the position:

As a member of our Customer Support team, you play a pivotal role in our organisation by providing exceptional support to customers and preparing guests for their upcoming adventure. You will assist guests in organising their trip, liaising between our guests and partners, and delivering an outstanding experience that drives guest and partner satisfaction.

Key Responsibilities:

• Assist guests in their journey to find, book and organise their perfect trip, offering expert guidance and recommendations based on their needs.

• Act as a liaison between our guests and partners, ensuring seamless communication between both parties.

• Provide important information to guests and partners, addressing inquiries, resolving issues, and ensuring a positive experience throughout the support process.

• Utilise problem-solving skills to address complex customer inquiries and provide effective resolutions to complaints.

• Demonstrate attention to detail to ensure accuracy in all aspects of the order process.

• Ability to work independently as a remote team member, and collaborate within your team to meet and exceed performance targets.

• Cultivate strong relationships with guests and partners, fostering trust and loyalty.

How to apply:

If you are a customer-focused, detail-oriented individual with a commitment to delivering outstanding service, we invite you to apply for this opportunity. To submit your interest, please submit your CV and cover letter below, letting us know why you want to work for us and why you would make a good candidate for this position. Applications without a cover letter will be rejected.

Qualifications:

• Previous experience in customer service is a must.

• An understanding of scuba diving-related products and services is extremely desirable.

• Fluent in English with clear and professional verbal and written communication skills; active advanced proficiency in German is necessary.  

• Proven analytical and problem-solving abilities.

• Exceptional attention to detail.

• Ability to work effectively both independently and as part of a team.

• Strong interpersonal skills, with a focus on building positive relationships.

• Positive attitude and a commitment to delivering exceptional service.

• Flexibility to work weekends and adapt to a dynamic work environment.

Requirements:

• Fluent in both English and German.

• Based in Mexico for scheduling purposes; not based in Amsterdam – please do not apply if you live in Amsterdam, Netherlands or outside of the required time zone.

• Experience in remote and fully independent working.

• Diving certification or experience specifically in the dive industry is highly desirable.

• Experience in travel industry, in connection with cruise and liveaboards is a big plus.