Job Reference: 23081
Job Duration:
Start date: asap
Description:
I am currently recruiting for a very successful North East Hampshire based tour operator, I am looking for an experienced Customer Relations Executive for an initial maternity cover contract. The Customer Relations Executive is responsible for ensuring that customer correspondence is dealt with swiftly and efficiently in accordance with company procedures and industry deadlines in addition to providing support to customerswith their insurance claims, flight delays and lost property. You will have a strong desire to provide world-class customer service and an ability to communicate both verbally and in writing to a very high standard is essential. You will be sympathetic tocustomers and their needs, proactive and willing to turn their hand to any task.
THE JOB:
* Undertaking the investigation of any tour complaints or feedback both positive and negative - submitted directly or through Reevoo or social media platforms -liaise with the relevant staff and suppliers and resolve customer concerns within set time limits.
* Making and receiving phonecalls to/from customers and assisting them with any post-trip concerns, feedback or enquiries.
* Maintaining a high level First Contact Resolution rate - providing the best response and getting it right during first contact with the customer.
* Being proactive when complaints are received, identifying underlying trends and working with key stakeholders to prevent recurrence.
*Assisting customers with lost property claims or flight delay issues and insurance supporting documents where required.
* To actively monitor logs and complete tasks from other areas of the business that require Customer Relations' intervention or guidance.
* Careful administration of customer letters and e-mails, ensuring relevant files are kept up-to-date.
* Assisting with thepreparation of monthly reports and complaints analysis if required.
* Ensuring the customer is kept at the heart of all assigned responsibilities and to provide personalised customer service of the highest level at all times.
* Using sound judgement tomanage difficult customer situations.
* Responding promptly to the needs of each customer & solicit feedback to help continually improve the level of service provided.
* Being a member of a motivated team and take an active role in engendering a positive, energetic and customer-focused working environment.
* Being flexible and willing to help out with any other area of thebusiness as necessary.
* Being a member of the Crisis Management team in the event of a major incident (optional).
THE CANDIDATE:
* Demonstrate an excellent, grammatically correct, writing ability
* Strong telephone communication skills with the ability to negotiate and influence at all levels
* Focus on accuracy and quality with an excellent attention to detail
* Good analytical skills with the ability to effectively problem solve
* Ability to treat people with respect under all circumstances, instil trust and uphold the values of the business
* Ability to multi-task through effective planning, prioritising and organisingof workload
* Ability to adapt to change, meet the changing demands of the work environment as well as other unexpected demands
* Previous experience in a busy Customer Relations or Service role
* Good working knowledge of the Microsoft Office package* Experience of relationship management with suppliers
* Previous travel industry experience
* Working knowledge of consumerlaw and travel legislation
THE PACKAGE:
The successful candidate can expect a great basic salary in the region of £24000,extremely sociable working hours Monday - Friday 9am - 5.30pm. This is initially a maternity cover contract however could lead to more permanent positions in the future.
INTERESTED?
If you would like to be considered for this fantastic new position please follow the instructions and click "apply" send your CV to Helenc@traveltraderecruitment.co.uk or call Helen Cassin on 01293850647 for more information.
Industry: Travel and Tourism
Salary: Up to £24000 per annum + Plus company benefits
Salary Benefits: Plus company benefits
Vacancy Type: Permanent
Job Skills: customer relations executive tour operator travel travel industry hampshire
Contact Name: Helen Cassin
Website: -
Direct Application URL: -