Customer Relations Executive

2 months ago


BurtononTrent, United Kingdom Travel Trade Recruitment Full time

JOB DESCRIPTION:
The purpose of the role is to predominately respond to customer correspondence and complaints in a timely and effective manner, in line with the company expectations. In addition, assist with liaising with customer should their holiday arrangements be changedin accordance with the PTR's, As this role is part of the Customer Experience team at times it will be necessary to assist with customer service duties which involves assisting the customers between their holiday booking and travelling

Key Responsibilities:
Log & investigate customer correspondence, liaising with other areas of the business to obtain all the relevant facts.

Investigate and resolve customer complaints, in line with company expectations.

Respond to customers in accordance with the ABTA Code of Conduct and following the company guidelines.

Assist the Operations Team should there be an incident whilst customers are overseas - accident/H&S issues, take over the after care when customer returns.

Work with the Customer Experience Manager to ensure other areas of the business act upon complaints to prevent repetition and any redress from the suppliers is collected as agreed.

When required assist with the cancellation/change tour call-outs to ensure we get the best customer retention.

When required assist with Admin duties - room and flight requests understanding the customers needs and liaising with the hotel/product & transport departments to ensure we can meet the customers requirements. Ad-hoc queries and requests from within theCustomer Experience team and other teams within the company.

EXPERIENCE REQUIRED:
Previous experience within a Customer Relations Environment.

A good working knowledge of the ABTA Code of Conduct & PTR's.

Ability to work in a fast-paced environment with the ability to prioritise own workload.

Excellent communicator both verbal and written with good attention to detail.

A good team player whilst able to work on own initiative.

Problem solving abilities with a pro-active approach and a positive attitude.

Good IT skills.

PACKAGE:
Salary £23,500 plus commission

Hybrid working

Hours 9am-5.30pm Mon-Fri

Fantastic travel benefits included

INTERESTED?



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