Customer Service Executive

5 days ago


Chorley, United Kingdom WTH (UK) Ltd Full time

Company: World Travel Holdings
Based: Chorley

**Salary**: £18,583 - £22,000 Dependant on Experience
Hours: 40 per week
Holidays: 20 days per annum plus Bank Holidays
Reporting to: Service Manager Manager

**About the company**
- World Travel Holdings UK the UK division of WTH the world's largest cruise agency
- SixStarCruises.co.uk Europes largest seller of ultra-luxury cruises
**Principle Accountabilities**
- Delivering on administrative tasks such as ticketing and invoicing.
- Confidently up sell on bookings once theyve been made
- Resolving customer queries at initial call where possible
- Accurately note internal calls and log support
- Participate in ongoing training
- Deliver an exceptional customer service experience through the following:
We deliver - we build plans to focus on the right things, and we make them happen
We are passionate - we are approachable and direct and straight forward to deal with
We strive to be better - we push for excellence and innovation in everything we do
We are connected to our customers - we listen, understand and engage with our customers

**KPI (Key Performance Indicator)**
- Pro-actively enhancing customer journey at every opportunity
- Quality and Accuracy of customer invoicing
- Quality and Accuracy of Traverse exceptions report including audits
- Quality and Accuracy of Ticketing
- Quality and Accuracy of service delivery process
- Resolving all customer queries at initial contact
- 85% score on all Customer Service calls
- Actively selling ancillaries and upselling to customers to hit monthly targets.
**Skills and Experience**
- Motivation and ability to deliver outstanding and unique customer experiences
- Proven track record of excellent customer service skills and background preferred
- Experience of working in a target driven environment preferred
- Minimum of 12 months call centre or shop, ideally in a travel environment preferred
- Demonstrable ability to develop effective working relationships with members of the team
- Display initiative and think creatively of new ways to enhance the customer journey
- Take ownership of own personal development to build on product knowledge e.g. understanding cruise line KSP leading to customer confidence
- Excellent communication skills, both written and verbal our customers need to respect our people
- Passionate about cruises and dedicated to providing customers with the very best in 1 to 1 personal service
- Experience using cruise line booking engines an advantage (not essential)



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