Customer Service Advisor ~ French and Spanish

3 weeks ago

Oxford, United Kingdom Office Angels Full time

As a Customer Service Advisor you will undertake a variety of duties from troubleshooting technical issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Usingall available knowledge tools and resources to achieve the defined KPIs you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. You are expected to havethe technical and interpersonal skills to deliver a high level of customer satisfaction.

JOB ROLE: Customer Service Advisor ~ Multilingual (French and Spanish Speaker)

INDUSTRY: Travel

SALARY: 26k - 28k

LOCATION: London / Hybrid: 3 times per week office attendance

JOB ROLE:

- Respond promptly to customer inquiries
- Handle and resolve customer complaints
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Cancelling and modifying reservations by phone
- Making outbound calls to hotel properties, Online Travel Agencies, and other businesses
- Providing consistent and timely product feedback to improve customer's experiences
- Recording accurate booking information, customer inquiries, interactions, and details of actions taken into various in-house software solutions
- Special project/product work when required
- Representing in all customer interactions displaying company values and focusing on customer satisfaction
- Responsible for personal performance on customer satisfaction surveys, quality scores, contact handle time & productivity metrics.
- Communicate and coordinate with internal business unit stakeholders
- Address escalations from offshore agents on bugs and technical problems
- Should deal with sensitive cases carefully
- Handle and resolve customer complaints within a 1-2 business-day turnaround
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Keep accurate records of customer inquiries, interactions, and details of actions taken
- Follow up on customer interactions
- Track and report on appropriate metrics
- Troubleshoot technical problems and escalate bug reports to management
- Should be open to work in 7 days environment

ESSENTIAL SKILLS:

- Strong time management/prioritisation skills and multi-tasking ability
- Ability to work in a team, anticipate problems and suggest solutions
- Experience in online travel in customer service, operations or reservations
- Distinct Advantage if proficient with Travel Global Distribution Systems (GDS)
- Good understanding with the site, including the submission of reviews, membership and participation in Forums
- Patience, empathising and understanding when speaking with both Owners and Members
- Sense of discretion around confidential information
- Basic background knowledge of computers and IT functions
- Excellent interpersonal and communication skills (verbal and written), fluent in English, French and Spanish. Knowledge of any additional European language is a distinct advantage.
- Willingness to work shift patterns essential
- Flexibility to work weekends and on a bank holiday (days back in lieu)

This opportunity is being advertised by the Office Angels West End team.

Office Angels West End branch look after roles in the following locations and all areas in between: Oxford Circus, Oxford Street, Covent Garden, Tottenham Court Road, Euston, Regent Street, Piccadilly, Leicester Square, Camden, Bond Street, Marble Arch,Marylebone, Mayfair, Baker Street, Edgware Road, Regents Park, St Johns Wood, Primrose Hill, Paddington, Hampstead.

Our Retail team looks after Fashion and beauty roles nationally.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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