Customer Service
Full Time
Job Description
Overview of role:With the support of the Head of Customer Experience, your main focus will be to ensure their Customer Service Advisors provide an excellent service to their customers, encouraging them to remain loyal. The role will require you to oversee the handling of pre-and post departure enquiries and complaints, training, buddying and supporting the team. This is a real hands on role working in a high volume, fast paced and ever changing environment.
You will be able to set a good example of professionalism in the workplace. You must have a positive disposition, possess a natural ability to maintain relationships, both internal and external, you will be dealing daily with our busy Sales Team and Product Teams and will be supporting them in driving our customer journey to be a reliable and memorable one. They want their customers to come back to them time and time again.
Role to include, but not limited to:-
?Buddying/training new employees
?Assist with the design and maintenance of departmental standards and processes
?Amend existing bookings and deal with cancellations
?Respond to customer feedback and questions received via Facebook and Twitter
?Support their financial targets ensuring customer payments are received on time
?Deal with escalated customer issues
?Process refunds
?Negotiate with suppliers
?Respond to client queries via email and telephone and chat
?Sales support functions including on call weekend support (on rotation)
Required experience:
?A natural flair for customer service both in writing and on the telephone
?Must have at least two years' experience of working in a customer service role, with an exposure to supervising staff
?Possess good people skills
?Have a flair for coaching and mentoring
?Good time management skills
?Excellent written skills
?Excellent numerical skills
?Google sheets / slides / documents proficiency (or Word/Excel equivalent)
?Carry effective organisational skills and the ability to multi-task
?Proven ability to work under pressure
?Be resilient, be able to handle difficult situations and conversations
?Advantageous to have worked in in the travel industry, although not essential.
?Some knowledge of European travel
What's in it for you?
*£20,000pa
*25 days' holiday pa
*Contributory pension scheme
*Staff discounts available
*The opportunity to travel to attend familiarisation trips across the UK & Europe
*Subsidised Golf clothing for Employees
*Childcare voucher scheme
*Corporate gym discounts
*A vibrant and high energy working environment
*Refer a friend bonus scheme
*Summer and Christmas socials
*Extensive training and opportunities to develop in a fast-growing company!
Required Knowledge, Skills, and Abilities
Reference no: 783