Customer Service Executive

1 month ago


London, United Kingdom Travel Trade Recruitment Full time

New opportunity for a Customer Service Executive to handle communication directly from customers, work with internal departments, resorts, and external suppliers to resolve issues and provide an exceptional level of service to customers.
The Job:

- Handle telephone calls, including challenging situations, in a calm and professional manner
- Ensuring all complaints are dealt with in a timely and professional manner
- Keep a meticulous administrative log
- Be a brand ambassador, representing Sandals and Beaches Resorts
- Always ensuring that communication to customers is in line with our ethos and adheres to the company's guidelines
- Provide advice for any escalated complaints ensuring we are complying as per ABTA guidelines and the Package Travel Directive
- Track that post departure complaints are being logged correctly, and regularly analyse them to review trends
- Provide advice for replying to Social Media posts as required, and where necessary respond to escalated Social Media posts
- Supervising the Customer Service Department when the Customer Service Manager is not available
- Be able to respond to Pre-Arbitration complaints escalated to ABTA.
- Act to prevent further complaints, and regularly liaise with departments both in the UK and overseas to raise issues
- Provide advice and support to the Call Centre for escalated operational matters
Skills Required:

- A thorough understanding of ABTA and ATOL guidelines and other related legislation, such as the new Package Travel Directive
- 2+ years' experience in dealing with complex Pre and Post departure complaints
- Knowledge and experience of social media and external review websites
- Good proficiency in in Word / Excel / Outlook
- Able to work well under pressure and meet deadlines
- Excellent oral and written communication skills, with good organisational ability a natural flair for problem solving using initiative and the ability to work autonomously
The Package:

- Salary £26,000 - £28,000
- Hybrid working 3 days work from home + 2 days in the office
Interested:



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