Job Description
Join us at Ventura TRAVEL – a group of specialized travel brands that unleash the adventurer in every person!
Do you believe that the journey doesn’t end when the trip is over? As a Customer Retention Specialist, you’ll ensure that every traveler feels heard, valued, and inspired to travel with us again. You’ll be the voice of care and loyalty, strengthening our long-term relationships with travelers and helping us turn happy customers into true brand ambassadors. At Ventura TRAVEL, we offer authentic, interactive, and innovative travel experiences. We truly want our travelers to soak in the enriching culture and stunning beauty of the country while engaging in fun group activities with the locals. Come join us and be a part of something truly special!
Ventura TRAVEL was ranked #14 in the list of Germany’s Best Employers 2024 by ZEIT (a leading national newspaper) and Kununu (Germany’s top employer review platform), out of thousands of rated companies.
Read more here (in German).
On daily basis, you will
- Identify and reduce customer concerns that could impact brand trust.
- Call travelers after their tours to gather feedback and ensure they feel valued.
- Motivate travelers to complete CSat surveys and inspire them to rebook.
- Encourage travelers to book again and stay loyal to our brands.
- Respond to negative comments and reviews (including on social media) with professionalism and care.
- Pass bigger claims or unresolved cases to the Customer Service Specialists.
- Communicate trends and traveler feedback to product, sales, and service teams, making clear improvement suggestions.
- Use AI tools to save time and improve how you work.
The basics you bring along
- At least 2 years of customer service experience with strong and proven results.
- You genuinely care about the travel experience of each customer.
- You turn feedback (even difficult conversations) into constructive outcomes.
- You remain professional and composed when handling complaints.
- You work proactively with internal teams, always aiming to improve processes.
- You’re a team player and communicate clearly and respectfully.
- You are available to work 8 hours per day between 8AM and 8PM, Central European Time (CET).
- You speak and write French fluently, and are confident in English as well.
You can impress us even more with
- Experience in the travel industry.
- Familiarity with digital tools like CRMs or booking platforms.
- Experience working with different types of clients.
What we promise you
- Freedom to be creative in achieving results.
- International & friendly working environment.
- Quarterly Social Days and Team Events.
- Work out of other offices in the Ventura network around the world.
- Opportunity to constantly learn and grow.
- We care about the well-being of your employees (regular O3, satisfaction surveys etc.)
- Yearly 2-week offsite.
- Participation in the overall company’s profits.
- Visit our Career Page to get more insights into our office life.
Confidentiality & Diversity
Applications at Ventura TRAVEL are treated with strict confidentiality. We use a professional HR-Software that only grants access to your applications to HR, the Recruiting Manager, and the interviewers.
It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion.
