Job Reference: 22602
Job Duration:
Start date: ASAP
Description:
Our client is a successful and fast-growing travel company basedin South West London and they are seeking an experienced Customer Service Executive to join their team.
The Job
Key Responsibilities
⦁Handle pre & post voyage complaints for the dedicated market to ensure best possible guest experience.⦁Act according to procedures, Terms & Conditions and Package Travel Act.
⦁Together with the team handle guests affected of schedule,- and product changes.
⦁Be the expert on the Package Travel Act
⦁Be a part of the Nextof Kin crisis team
⦁Assist in emergency handling when needed
⦁Prioritize and execute on tasks with high integrity, be proactive and empowered to take decisions within the framework of the terms & conditions, transportation conditions,country specific package tours act.
⦁Other tasks can be added to the function
Performance Indicators (metrics, KPIs,qualitative assessments):
⦁Guest satisfaction/NPS score > X (to be updated)
⦁Respond to >90 % of the claims within 48 hours
⦁Close >80 % of all feedback cases within 7 days.
⦁Other KPIs can be added to the positionExperience/Skills Required:
Academic and Professional Qualifications:
⦁Experience within customer service and travel industry
⦁Experienced within customer rights and package travel law.
⦁Good IT knowledge in usage of IT tools such as MS Office and CRM systems.
⦁Speak and write in English and the appointed markets language.
Additional Knowledge:
⦁Good understanding of the organization and products
⦁Experience in crisis management tools, booking tools and on board systems as Fidelio
⦁Trained in handling of challenging guests and situations.
Key Personal Attributes/Behavioral Competencies:
⦁Have a strong guest experience focus
⦁Service and solution oriented towards internaland external customers
⦁Excellent communication skills, both oral and in written
⦁Flexible and team player.
⦁Show initiative and be action oriented and structured during challenging and unpredicted situations
⦁Be a role model for the companies core values
The Package:
My client is offering a competitive salary package from £24,000 to £26,000 dependent on experience.
Interested?
To register your application for Customer Service Executive, please submit your CV by Clicking 'Apply' now
Please note:
Due to the volume of applications received only candidates shortlisted will be contacted
Industry: Travel and Tourism
Salary: £24000 - £26000 per annum
Salary Benefits:
Vacancy Type: Permanent
Job Skills: CUSTOMER SERVICE, CUSTOMER SERVICE EXECUTIVE, CUSTOMER RELATIONS
Contact Name: Danielle Nairne
Website: -
Direct Application URL: -