Customer Service Executive
5 months ago
The Best of Suffolk team are looking for the latest addition to their team. We look after a portfolio of over 300 properties throughout Suffolk and are looking to drive service levels with an expansion to our team.
Purpose of the role
The role of Customer and Owner Relations Executive is to be responsible for solving any issues that may occur before, during or after a holiday in one of our properties.
You will be responsible for ensuring we have a world-class service that is executed with a thorough and rigorous quality sign off process recognised through customer experience and enhanced CSAT scores.
Knowledge, Experience & Skills
- Excellent attention to detail
- Excellent communication skills, both written and verbal.
- Strong interpersonal skills
- Strong negotiation skills
- Computer literate
- Self motivated
- Able to work under own initiative.
- Able to work to tight deadlines.
- Excellent attention to detail.
- Commercial acumen
- Articulating reports and forecasts
- Holiday letting process and set up
- Strong excel skills
Core Accountabilities
- Responding to and successfully resolving customer and owner issues within agreed Service Level targets
- Quickly investigating and understanding issues and coming up with a commercially-sensible solution, acceptable to all parties
- Maintaining thorough and detailed written records of all issues
- Proactively identifying potential complaints and issues and resolving these quickly to proactively minimise impact
- Escalating any urgent/ high-priority issues in line with company policies
- Provide a professional and compassionate service that converts potential complainants into advocates for the brand
- Identify any opportunities to upsell or cross sell appropriately with confidence and conviction
To create an environment oriented to trust, open communication, creative thinking and a collaborative approach
**Job Types**: Full-time, Permanent
**Salary**: £19,000.00-£22,000.00 per year
**Benefits**:
- Company events
- Company pension
- Employee discount
- Enhanced maternity leave
- Gym membership
- On-site parking
- Paid volunteer time
Schedule:
- Day shift
- Monday to Friday
- Weekend availability
**Experience**:
- Customer service: 1 year (preferred)
Work Location: In person
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