Job Reference: 22589
Job Duration:
Start date: asap
Description:
** Travel Consultants Wanted** Travel industry Customer Service Consultant required for a successful, growing tour operator who are based in the North Surrey area. As a Customer ServiceConsultant you are the frontline in delivering exceptional customer service primarily to your assigned destination of which youare incredibly passionate about. Focused on putting your clients first at every stage you will strive to convert at the highestlevel all lines of enquiry and be responsible for all aspects of customer service during the booking journey as the single pointof contact for customers. This role is initially a two months contract which could lead to more permanent opportunities in thefuture.
THE JOB:
*Servicing existing bookings through our in-house Reservation Systems (GUI, TravelBox, ASR etc) to match our customers' needs
*Delivering a personalised and premium level of customer service for every Guest
*Accountable for takingfull ownership of guest issues, 'I can solve this for you.'
*Deal with all Customer Service interactions, including but not limited to calls and emails in a professional and timely manner, showing flexibility with regard to company policy & protectingfuture business.
*Effectively handle guest complaints to provide first call resolution to prevent complaint reoccurrence
*Provide a first call resolution by pre-empting the callers next question and to prevent unnecessary calls
*Recognise high value guests and provide them with a premium level of customer service
*Maintain accurate spreadsheets to track booking movements and Guest contacts.
*Uphold company procedures
*Provide accurate and timely information utilising Company resources
*Process amenities within set timelines
*Learn the documentation system for guest ticketing/documentation enquiries
*Be fully confident in using all tools that relate to the role
*Provide accurate and timely information utilising Company resources
*Participate in departmental projects and tasks as required
Measured by:
*Perform against weekly/monthly department/personal KPI's
*Attend project meetings to input as required to projects/initiatives
*Achieve service levels to ensure the Company's team and individual targets are met.
*Consistently meet and exceed the Company's Quality Assurance Standards
*Demonstrate flexibility to provide support and assistance to other departments when needed
*Ensure that all written responses are accurate and of a consistently high standard to prevent follow up emails
*Ensure that all reporting & written responses are turned around within the requiredSLA
THE CANDIDATE:
*Experience working with a Customer Service environment (Travel Desirable)
*Have a strong guest experience focus
*Show initiative and be action oriented and structured during challenging and unpredictable situations
*Ability to identify and implement good solutions for guests in case of emergency situations in accordance with company terms & conditions, ABTA code of conduct
*Service and solution oriented towards internal and external customers
*Attention to detail with reporting and completing project documentation
*Must be able to troubleshoot problems and follow through queries to conclusion
*Experience of guest complaints desirable
*Be able to demonstrate great communication skills when liaising with travel partners andother internal departments
*Working experience of MS Office Packages, Word, Excel and PowerPoint is preferred
*Strong analytical skills
*Strong team player, but ability to work on own tasks essential
*Must have very good standard of written English
*Must have ability to work under pressure
*Flexible, approachable with a passion for the business.
*Flexible working pattern tomeet customer needs and demands of the business
THE PACKAGE:
The salary on offer for initial two months contract is £20275.00 plus you will be entitled to some great company benefits! This is initially a two months contract role which could lead to more permanent opportunities in the future.
INTERESTED?
If you would like to be considered for this great new position pleasefollow the instructions and click "apply" send your CV to Helenc@traveltraderecruitment.co.uk or call Helen Cassin on 01293 850647 for more information.
Industry: Travel and Tourism
Salary: Up to £20275 per annum + Great company!
Salary Benefits: Great company!
Vacancy Type: Contract
Job Skills: customer service customer service agent tour operator travel agent surrey
Contact Name: Helen Cassin
Website: -
Direct Application URL: -