Customer Services Executive

1 week ago

Burton upon Trent, Staffordshire, United Kingdom Solmar Villas Full time

Overview

JOB DESCRIPTION

Job Title
:
Customer Services Executive

Responsible to
:
Customer Services Team Leader

Date Created:
September 2023

About Solmar Villa Holidays


Solmar Villa Holidays is passionate about delivering our customers their best holidays in some of the most beautiful villas across Europe.

Our award-winning business continues on a steady path of growth and we now have a fantastic opportunity for an enthusiastic and energetic individual to join our operations Department.


Overview


Reporting to a Customer Services Team Leader, you will work as part of a team to deliver exceptional service to our customers before, during and after their holiday.

Responding to incoming contacts from customers you will ensure our customers experience a smooth journey from booking to returning home.


Working various shift patterns from the earliest start of 8am to last finish at 8pm, working 5 days in a rota, so you'll work alternate weekends, you will provide excellent levels of service and focus on a first-time resolution for our customers.

The role will require you to offer support and assistance to our customers and provide solutions for any problems they may experience, through communication with our overseas team, suppliers and contracting & quality team.


You will be responsible for the administration of each customer's booking, including tasks such as sourcing flight details, API and extras pre-travel as well as operational tasks such as ensuring Villa Books, Villa Directions and website descriptions are accurate, liaising with relevant teams to action any changes.


Key Responsibilities

  • Customer Service_
  • Being the first point of call for customers after they have booked, before they travel, for any queries or changes, responding in a professional and timely manner.
  • Being the first point of call and taking responsibility for customers after they have booked in resort who are experiencing problems during their holiday through effective liaison with suppliers and contractors.
  • Providing a firsttime resolution service to our customers. Offer unparalleled levels of service and support to each customer at every opportunity, exceeding their expectations and encouraging retention.
  • Working with our internal departments, such as Product, commercial, sales, destination based Villa Managers, suppliers and contractors, to resolve any queries or issues swiftly and efficiently.
  • Manage issues in your queue, triaging them and sending to destination teams, or escalating where necessary.
  • Proactively contact customers who have left poor feedback.
  • Assist Customer Relations with any information they need to respond to post holiday complaints.
  • Accurately log all customer contact and actions on Salesforce, ensuring there is a complete and detailed record of each contact.
  • Administrative Functions_
  • Process all customer booking administration changes, villa moves, cancellations etc
  • Coordinate the indestination administration activities to include updating and distributing villa books and villa information; signage etc.
  • Maintain/update customer records contained within any database used by Solmar ensuring accuracy and compliance with all regulating authorities/laws e.g. ABTA, ATOL, GDPR etc.
  • Manage anomalies as and when required in terms of flight arrival/departure information and passport details.
  • Support the supplier end relationship with the booking/cancelling/amending car hire/transfers and extras.

Skills & Experience:

  • 2+ years experience of working in a customer facing role; ideally within a travel and tourism or hospitality business.
  • Excellent communication skills, both verbal and written; demonstrating an ability to communicate and influence at all levels across language and cultural barriers
  • Organised and practical; happy to trouble shoot and resolve issues in a positive and timely manner.
  • An ability to work under pressure, dealing with tight and everchanging deadlines whilst demonstrating high levels of competency and commitment to end user (supplier, customer etc.)
  • Ability to prioritise tasks and work under pressure
  • Good attention to detail and ability to accurately record notes of conversations and follow up actions.
  • Ability to plan workload across peak operating periods (Daily, weekly and monthly)
  • Good geographical knowledge
  • An adaptable approach to supporting the business outside of working hours, if needed, in businesscritical situations
  • Languages (Spanish, Greek, Turkish, Portuguese and Italian) preferrable

Pay:
From £21,000.00 per year

Benefits:

  • Additional leave
  • Company events
  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Free parking
  • Health & wellbeing programme
  • Onsite parking
  • Private medical insurance
  • Sick pay

Schedule:

  • Monday to Friday
  • Weekend availability

Experience:

  • Customer service: 2 years (required)

Work Location:
Hybrid remote in Burton-On-Trent, DE14 2WX

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