about 1 year ago
Hours: Mon – Fri 9am – 5.30pm, working one day at the weekend per month. When you work at the weekend you get a day off in lieu
You will be taking inbound calls and emails, providing a positive and pro-active resolution service for any issues that customers may have before, during or after their holiday experience. This will vary from routine queries to complex issues and complaints and you will need to work with the customer and colleagues across the business to achieve a solution that helps the customer have a great holiday.
You will be responsible for managing a caseload of customer contacts, and ensuring customers receive a response within agreed service targets. You will also be responsible for keeping detailed written records of cases, and escalating any high priority cases in line with company policy.
You will be a compassionate and customer-orientated team player with a commitment to great service and an ability to "think outside the box" in order to provide a solution. Previous experience in a customer services / customer care role is essential, and you will have a strong track record of successfully resolving complaints using excellent negotiation skills.
You will have an excellent eye for detail, fantastic communication skills and an ability to maintain detailed notes on cases. You will be proactive, reliable and have an ability to spot problems to prevent them escalating before they happen.
Experience in a sales or cross selling role would be beneficial (but isn't essential) and conflict resolution training or experience would be welcome but is not required. Experience in the travel and/ or property sector would also be helpful, but full training will be provided