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Customer Care Executive

Location: Wimbledon Salary: 20000.00 - 20000.00 GBP Per Annum
Sector: Hospitality & Leisure Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: about 1 month ago Reference: 3046984
Main purpose of the role:

My client is a specialist online ski & cruise travel agency and we are looking for people who are passionate about delivering the highest standards of service to our customers.

Due to their phenomenal growth, they are seeking to expand our Customer Care team.

The post holder will ensure the high levels of customer service are maintained. They will handle calls and emails from customers once their booking is completed and will deal with any additions and alterations to bookings. They will communicate with sales staff and suppliers to rectify any problems which may have arisen. Experience in a similar Customer Care role or in the Travel industry is preferable.

Reports to: Customer Care Team Leader


Responsibilities:

• Effectively fulfilling the booking once the sale has been made
• Answering customer queries by phone and email
• Resolving problems of customers on holiday
• Calming and advising customers appropriately
• Handling of customer complaints
• Liaising with tour operators
• Negotiating between our customers and operators
• Completing additions and amendments to bookings
• Logging notes of all communication
• Ancillary Sales and seeking up-selling opportunities
• Cross-selling clients to alternative holidays
• Identifying and rectifying causes of problems


Personal Qualities/Skills:

• Strong verbal and written communication skills
• Ability to communicate effectively both internally and externally at all levels
• Strong understanding of our products
• PC literate – knowledge of Word and Excel
• Basic knowledge of ABTA/ATOL regulations
• Professional nature
• Excellent time management skills
• Ability to work under pressure and independently
• Organisational skills and ability to multi-task
• Proactive & enthusiastic
• Supportive
• Team player


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