> Customer Experience Specialist – Perm & Contract (with fluency in English and professional Spanish)

Customer Experience Specialist with Spanish (Permanent & 12 Month Contract Roles Available)

Hillwalk Tours are located in the vibrant city of Galway in the West of Ireland. Creating experiences that make people happy is our core purpose and what we work towards every day.

We do this of course by helping our walkers have the best possible experience on their hiking tours. However, this mission extends beyond just the walkers who take to the trails. It means that for our employees also, we aim to make working at Hillwalk Tours a happy experience. We hire people who care about what we’re doing, support them and look after them.

We are seeking an exceptional individual with fluency in English and a professional level of  Spanish to join our Customer Experience Team.  You should be someone with a passion for helping people, someone who really listens to understand what a customer wants – you will be dedicated to optimising the customer’s holiday experience. You will demonstrate great attention to detail, have excellent communication and organisational skills, as well as a friendly and positive outlook.

Key Responsibilities of a Customer Experience Specialist:

As a Customer Experience Specialist you will need to perform essential tasks and duties on a day to day basis to a high standard – here’s an insight to what you would be doing:

  • Responding effectively to customer contact and booking emails/phone calls in a timely, friendly and professional manner
  • Diligently booking accommodation, walker and luggage transfers for our customers
  • Identifying customer needs, providing appropriate tour and travel advice, ensuring that all customer queries and questions are addressed
  • Inputting and accessing data on our in-house software system
  • Make clear, concise and error-free changes to customer documentation – always ensuring that the customer experience is not compromised
  • Maintaining a current knowledge and familiarity with our tour routes and regions
  • Work in collaboration with other team members to ensure any immediate issues and requests are actioned quickly (help with sourcing new B&Bs, updating information etc.)
  • Work smartly and resourcefully to meet and exceed metrics and deadlines
  • Carefully printing and assembling walking packs for our customers
  • Highlighting any issues, concerns or suggestions to your Team Manager
  • Striving to build, develop and maintain positive working relationships with customers, suppliers and co-workers
  • Adhering to all company policies, procedures and work process guidelines
  • Performing other reasonable job duties as requested by management
  • Taking periods of on-call during the walking season to support our customers & suppliers – some Saturday availability required, 4-5 times per year
  • (Due to business demands some restrictions apply to holidays with this role)

Our Customer Experience team for the most part work remotely.. However, some offices days may be required for training purposes, to complete specific tasks and to attend meetings. For this reason you should live within 1 hour of Galway City and have no issues being present at the office as and when required.

While working from home a dedicated, quiet space free from interruptions is required, as is a strong broadband connection.


Key Personal Attributes/Skills

  • Writing: Accurate spelling, the correct use of grammar and punctuation are critical for this role
  • Languages: Fluency (both verbal and written) in English and professional Spanish
  • Rigour: Extremely thorough and careful
  • Resourceful: An aptitude for learning quickly and a resourceful nature are critical to succeed
  • Communication: Able to communicate effectively with colleagues, customers and suppliers
  • Proactive: Able to use your initiative and work quickly and resourcefully to solve problems

Further Application Details:

  • Location: Galway City/Currently remote
  • Salary: €26 To €28kdepending on experience
  • Start: July 2022
  • How To Apply: Send your CV and a covering letter to jobs@hillwalktours.com. It’s your chance to shine and stand out from the crowd, so be specific – tell us why you would like to work with us, what you can bring to be successful in the role, and if any of our core values particularly resonate with you, we’d love to know why!
  • (CV’s without the required cover letter will not be considered)