Customer Service Advisor
2 weeks ago
Working in our Customer Service Team you’ll be providing support to our customers and hotel teams with genuine care, whilst having a strong passion for excellent customer service.
**Please Note**: The role requires you to work 1 in 3 Saturdays, with a day off during the week in lieu. It will also be primarily office based with an opportunity to work remotely for two days a week. This is not a fully remote role
A Day In The Life of a Customer Service Advisor
- Ensure outcomes and responses to customers **meet with defined brand standards**, focusing on quality at all times (spelling, grammar etc)
- Exercise initiative, ownership and responsibility when dealing with **customer complaints** to ensure the Travelodge brand is protected at all times
- Handle sensitive customer information in a **confidential manner**, whilst adhering to PCI compliance requirements at all times
- Making **outbound calls** to customers as much as possible to resolve contacts quickly and fairly
- Ability to work between the hours of **8am and 5pm and Saturdays** as required (currently one in three), with a minimum of four hours worked per shift
- Achieve closures per hour targets to **support the overall team KPIs**: Productivity, Quality, First time Resolution and Refunds Budget
- **Identify** and **share problems** with all key internal stakeholders
- Provide support and guidance to our hotel teams to ensure consistency between Customer Services and Operations
**What We’d Like From You**
To succeed in the role, you’ll bring your passion for excellent Customer Service and desire to work in a fast paced, target driven environment.
In addition you’ll need to demonstrate:
- The ability to work well under pressure
- Good attention to detail
- Strong written and verbal communication skills
- Confidence with Microsoft Office packages
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