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Customer Care Executive
4 months ago
We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu. Working within the Customer Care department you will ensure that our high levels of customer service are maintained.
As our Customer Care Executive you will handle calls and emails from customers once their booking is completed and will deal with any additions and alterations to bookings.
You will communicate with sales staff and suppliers to rectify any problems which may have arisen. Experience in a similar Customer Service role or in the Travel industry is preferable.
About Iglu:
Iglu.com, is a successful and award winning online travel agency specialising in Ski and Cruise holidays. Through our award winning brands Iglu Cruise, Planet Cruise and Iglu Ski, we provide expert service and exceptional ski and cruise holidays to locations around the world.
Key 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
- Booking cancellations and transferring
- Supporting customers via an online webchat system
- 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
- To undertake any other duties or projects as required by you line manager, appropriate to your role.
Skills and Experience:
- Strong verbal and written communication skills
- Strong understanding of our products
- PC Literate – knowledge of Word, Excel and Outlook
- Basic knowledge of ABTA/ATOL regulations
- Excellent time management skills
- Ability to work under pressure and independently
- Organisational skills are essential to this role
- Ability to communicate effectively both internally and externally at all levels
- Able to multitask with taking calls and responding to emails
Behavioral Role Fit:
- Professional nature
- Proactive & enthusiastic
- Supportive
- Team player
Why Join Iglu?
We strive on offering a great culture and working environment for everyone but don't just take our word for it, take a look at our values and some of the benefits below:
Our Values:
- Put People First
- Driven by our Customers
- Love what we do
- Bold and ambitious
Our Benefits:
- Hybrid and Remote working options
- Discounted travel offers for family and friends
- Gym discounts at all major chains across the UK
- Mental Health and Wellbeing Support
- Electric Vehicle Scheme
- 24/7 Online GP Service
- Life Assurance for all
- Help shape the culture of Iglu by getting involved in our Charity or Social Committee
- Bi-annual Company Get Togethers
