After Sales Travel Specialist

19 hours ago

Glasgow, United Kingdom Elegant Resorts Full time

**After Sales Specialist**
**If Only**
**Full Time 37.5 hrs**
**Location Glasgow**
**If Only **We are a multi-award winning luxury tour operator, providing bespoke holidays and tours to some of the most breathtaking destinations worldwide. With events including our acquisition by The Portman Group which includes Elegant Resorts.
To support our continued growth, we are now looking for After Sales Specialist to join our team
The key responsibilities of the Aftersales Dept are 2 fold, to offer the highest level of customer service and fulfilment to our agent and direct customer community both on the phone and via E-Mail.
The other is to ensure the dept is an ‘enabler’ to the front-line Reservations team from a support, quality check and booking fulfilment end.
In addition to this, it is essential within the Aftersales role, to maintain strong relationships internally with all departments within the business as the role is far reaching.
In ‘crisis style’ environments it is important for an Aftersales Specialist to be able to get involved, in a calm and methodical manner to assist with what needs actioned and to support processes put in place.
**As part of this roles you will: -**
- To answer inbound and make outbound phone calls on all aspects of booking fulfilment and department role requirements in a professional manner
- To book and obtain confirmation of all ground and service elements of bookings direct with suppliers
- Create and dispatch confirmations, invoices and travel documentation including ATOL receipts where applicable
- Ensure passengers with special needs are looked after with care and attention. That documentation for full clearance is obtained from airlines, hoteliers and transfer companies
- Provide a complete ground ancillary service for seat requests, building work, weddings, celebration requests and excursions.
- To ensure that all documentation provided to our customers is accurate and reflects exactly what is booked and distributed within ABTA guidelines.
- To ensure all cost elements are accurate, in order that ticketing and accounts can process payments in a timely manner.
- Quality checking to be completed on all bookings across full destinational range - with the ability to resolve or advise / direct to the correct person to do so
- Company procedures are maintained ensuring that the Data Protection Act is adhered to at all times.
- Customer complaints are dealt with quickly and efficiently.
- To administer booking amendments or cancellations
- Thinking one step ahead to pre-empt customer complaints/crisis/problems
- Identify training needs and work together with the Aftersales Manager to feedback to other departments to improve process and accuracy
- Support Policy changes and be proficient in their understanding and delivery to other team members
- Acknowledge customer complaints, liaise with suppliers if required and prepare response letters
- Documentation - have the capability to package where required and to be fully up to date with client documentation requirements including info doc’s and errata’s
- Ensure payments have been received by accounts and tickets are dispatched in a timely manner with full itineraries detailing seats, flying times and last check is given to ensure all are accurate whilst highlighting any problems to Systems Team.
- Place appropriate diary/actions into each booking to ensure invoices are paid, lounge passes are booked and deadlines are not missed.
**To be successful in this role we are looking for an enthusiastic, well organised and self-motivated individual who has the drive to succeed within 'If Only'**
**Ideally you will have following skills and attributes;**
- Have a strong understanding and background in the travel industry
- To have a willingness to change and show flexibility to support change at all times
- To display a positive outlook and attitude
- Be solutions focused and a forward-thinking approach
- Have strong Geographical knowledge and be willing to develop and learn as the business grows and new destinations are added
- GDS Galileo experience
- Work as part of a team but also to have own initiative
- Ability to work accurately in a pressured environment
- Patience and understanding (empathy) offering advice and guidance
- Attention to detail with the ability to foresee potential problems
- Demonstrate numeracy
- To provide outstanding levels of customer service externally and internally
- Ability to prioritise, manage expectations and multi task
- Able to communicate both verbally and in writing at all levels
- Professional approach
- Develop and maintain professional relationships with suppliers and travel agents
So, if this sounds likes the role for you, and you are looking for your next challenge, please get in touch we’d love to hear from you

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