DirecciónTravel Fulfillment Coordinator
About Context
Context is a mission-driven organization at the intersection of travel and education. For 18 years, Context exclusively ran scholar-led tours in over 60 destinations around the globe, led by MA- and Ph.D.-level experts that could go beneath the surface, diving deep into art, history, and culture. In March 2020, in response to the pandemic, we pivoted with resounding success; we empowered our network of scholars to bring their curated content online to customers in lockdown around the globe. Thus was born Context Learning, our digital product line.
Led by an all-star leadership team with venture-capital backing, Context is now rebuilding its traditional on-the-ground tours business while simultaneously scaling its virtual learning business. We believe we are positioned to offer a product that is unlike any other in the market — real-life experiences complemented by online education, blended into one comprehensive learning experience.
Outline of Position
The EU Fulfillment Coordinator, UKI, Iberia, Americas, APAC for Context focuses on fulfilling a high-quality tour product in the regions of the United Kingdom, Ireland, Iberia, the Americas, and APAC for our clients. As a Fulfillment Coordinator, your primary focus is to fulfill the tour bookings received; from purchasing appropriate and necessary venue tickets, to organizing private transfers, and assigning the best-fitting Context expert to every tour booking. In this role, you will work directly with the Fulfillment Manager and the US Fulfillment Coordinator, UKI, Iberia, Americas, APAC, as well as the Client Experience team and the Portfolio team to ensure that any product or venue updates are communicated internally to support our Client Services team. You will also work closely with Expert Community team to ensure our experts are satisfied with our processes and especially for last minute expert emergencies.
As this role requires direct interaction and shared task responsibility with other Context teams and as a direct representative of Context to other outside vendors, the role requires a level of professional service skills, communication skills, and the ability to work well with a variety of individuals.
General Job Outline and Responsibilities
Tour Fulfillment for the regions UKI, Iberia, Americas, APAC:
● Monitoring “open orders” to stay on top of order processing
● Reviewing orders received via the website or from the CX team to ensure the tour is feasible and client/advisor notes can be accommodated
● Purchasing the necessary venue tickets when applicable
● Ordering the necessary transfer services when applicable
● Making the necessary reservations when applicable
● Updating orders with tickets, transfer service confirmations, etc.
● Assigning appropriate Context expert to each tour(s)
● Reviewing finalized itinerary to ensure the order is completed and correct
● Process client payments via the platform when necessary
● Sending through client documentation for orders
● Handle urgent on-the-ground fulfillment issues in a timely manner as they arise
● Support other global regions on fulfillment duties when needed
Client Experience Support for the regions UKI, Iberia, Americas, APAC:
● Updating orders with necessary notes and service tasks to the CX team for client follow-up to ensure orders are processed correctly and in a timely manner.
● Alerting the CX team of urgent client follow-up needs to ensure orders are processed correctly and in a timely manner.
● Updating workflows regarding tours when necessary as related to major fulfillment needs (i.e. venue opening hours, ticket availability, and guide availability).
● Available to the CX team as a source of information regarding the tour fulfillment process.
● Alert relevant teams of guide recruitment needs and venue availability challenges
● Work with the CX team to plan custom itineraries for the regions of UKI, Iberia, Americas, APAC
Day-to-day, you'll need to be able to:
Work in a fast-paced environment and contribute creatively to our growing team
Work on projects and initiatives involving colleagues across time zones, functions, and levels
Understand our end-to-end process and its impact on the customer experience, expert experience, and internal process scalability
Care about what motivates PEOPLE: we are a people-centric business connecting customers with our amazing experts across the globe
Required Qualifications:
Must be based in Europe
Must be fluent in English and an additional European language preferably Italian is helpful.
A passion for traveling and learning about world culture, history, and art
Work experience in the cultural sector or travel industry preferred
Digital native or strong digital proficiency - preference for applicants with experience in Front, Slack, and Google for Business suite (Google Sheets, Docs, Forms, Drive, Gmail)
Ability to work efficiently in a fast-paced, international, tech-reliant environment, independently and as part of a distributed team
Preference for applicants with prior experience working with major UK or Spain venues such as the Tower of London or Sagrada Familia.
Offset work schedule required:
Tuesday through Saturday
or
Sunday through Thursday
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