Customer Service Consultant

Requisition ID:  2096
Department:  Customer Service & Support
Work Type:  Hybrid
Application Close Date:  28th February 2024

Intrepid Travel was born in 1989 with the simple mission to create positive change through the joy of travel.

More than 34 years later, we’re proud to be a certified B Corp with more than 1000 small group trips in over 120 countries. After all these years, we’ve stayed true to our mission, ensuring our adventures are good for the places we go, good for the communities we visit and good for our travellers. That’s why we carbon offset all our trips and support local communities but we’re not stopping there. We want to be the best travel company not just in the world, but for the world.

The world needs more Intrepid people: 


As a Customer Service Consultant you will be responsible for providing the best service to our customers and bringing your unique personality to every customer interaction! You will be the first point of contact for a diverse range of global customers who prefer to use Live Chat to seek information about our trips or need help with their decision making. You will be responsible for booking in our reservation system, maintaining a high degree of accuracy, managing customer bookings during the sales process and ensuring an overall exceptional booking experience with us. 

This is a full-time permanent position, where you will work in our office in Colombo, Sri Lanka. To provide the best experience to our people, this role would operate in our office with the opportunity to work from home on occasion.  


Some of the experience you’ll bring with you will include: 


  • Minimum 2 years’ experience in telephone and/or Web based customer service 

  • Minimum 2 years’ Sales and/or Customer Service experience in a Live chat/ecommerce environment is beneficial 

  • Excellent writing skills and a good commence of correct English grammar, spelling and punctuation 

  • High standard of customer service skills and the ability to provide professional advice to a wide range of individuals 

  • High level of accuracy, attention to detail and effective time management and prioritisation skills 

  • Travel industry course and/or experience within the travel industry preferred 

  • Experience working with computer-based booking systems 


You will have teamwork skills, coupled with the ability to work independently. Your communication and collaboration in a multicultural, global, and fast-paced setting will be the catalyst to your success in this role. Most importantly you’ll align to Intrepid’s core values of integrity, innovation, fun, passion, growth and responsibility.     


A bit about our people:

Our team reflects the diversity of our customers and the communities we visit. Our team is made up of 58 nationalities across 46 countries, and Intrepid recognises that diversity makes us a stronger business. With a commitment to breaking down barriers, we support a culture where people can be themselves. We encourage applications from people of all backgrounds, including First Nations People, LGBTQI+ people, people living with a disability, people from previously disadvantaged backgrounds, and people from different ethnicities, races, and religions. 

Work perks:

  • We offer flexible work options, including work-from-home, and work from anywhere in the world for up to 4 weeks a year
  • Employees receive a free Intrepid trip every year! As well as generous discounts available for families, and close friends
  • 5 extra days of leave annually, for use when travelling on an Intrepid trip
  • Our global leave benefits are aimed at supporting gender equity, so we offer a minimum of 10 weeks of paid parental leave for all parents, and other additional leave provisions. 
  • Access to incredible e-learning platforms, and professional development via our Elevate Mentor program
  • We provide an Employee Assistance Program, a 24/7 service that offers counselling for you and your family
  • We want to support the causes that are important to you, that’s why we offer 20 hours of volunteer leave every year.

If you’re here to inspire, create, share, and lead in what you do, we want to hear from you. We encourage you to submit your application as soon as possible – we may close advertising early if the right person is identified.