Groups Support Coordinator at GVI

Goal

• The Groups Support Coordinator will be responsible for professional communication with participants, that all programs proceed with all participant's expectations set, all pre-departure documentation collected, and payments made prior to travel. Webinars will be hosted successfully and all participant information will be relayed to the field team in a timeous manner to ensure a successful arrival. Successful application management will ensure all deposits are received on or before their due date resulting in the team achieving their monthly target for new participants enrolled. 

Specific Responsibilities

• Provide professional pre-departure support to all participants/groups/University’s prior to travel, ensuring a positive pre-departure experience on all fronts.
• Clear Missing Charges report daily/weekly.
• Ensure Salesforce is always up to date with extensions, transfers, and cancellations. 
• Salesforce tasks need to be checked daily to ensure minimal overdue tasks. 
• Payment Schedules must be created as soon as lead is converted and application calls have been scheduled.
• Processing EFT and Stripe payments.
• Managing and responding to emails received in the GVI Education email account.
• Payment Reminders, Payment collection to ensure Overdue payments are received.
• Maintain excellent knowledge of GVI locations and itineraries.
• Schedule application calls.
• Assist with administrative tasks and other duties as required.
• Processing pre-departure documentation.
• Incoming and Outgoing Group Support Calls.
• Convert application leads to Opportunities and link to Group opportunity
• Clear Group Lead queue every day
• Following up with applications and converting them to paid opportunities or
• passing onto the Account Owner to speak to parents.
• Introduce themselves to teacher and develop relationship with them 
• Ensure all participants submit all program documentation.
• Work closely with the sales team to ensure all pre-departure documentation remains up to date.
• Expectation Management and Webinar presentations to participants and parents
• Communication with in-country teams on the ground to arrange pre-departure webinars
• Emergency Phone Duty
• Liaise with Field Staff to ensure itineraries and field manuals are up to date.
• Send reports to your field teams with participant information.
• Ensure that participants and their parents are well informed and prepared for their program and that their information is up to date on their file. Send out field and training manuals, welcome letters and relevant documentation to participants

Candidate Requirements

• Experience in a sales role
• Volunteer experience at home or abroad
• Fluency in written and spoken English
• Experience working with international clients
• Ability to work independently
• Experience working in an international team
• Exceptional team working skills
• Commitment to the best customer service
• Good humour under stress
• Willingness to work flexible working hours: Regular Shift, Mid Shift, Late Shift, Saturday Shift
• Ability to deal with multiple competing demands

Experience

• Administrative or office experience
• Diploma in tourism or related field
• Experience in the youth travel industry
• Experience in managing expectations of our stakeholders and clients
• Passion for making a difference
• International travel experience (advantageous but not required)