Customer Care Executive

2 weeks ago

London, United Kingdom Club Med Full time

Office - Permanent

About our Business Unit

Our management model separates Resorts from Markets. In this position, you will belong to the EAF Markets, which handles sales in Europe, Africa, and France in over ten countries.
- Job overview:
As a Customer Care Executive, you will be responsible for:

- Being Customer Care Referent for the office (direct and indirect) and guarantees compliance for any legal cases.
- Answering all Customer queries, respecting the time delay fixed by the country or the BU.
- Be co-responsible with the Contact Centre Manager in producing the booking conditions for each season.

You will report to The Customer Care Team Leader and will be part of Customer Care Team.
- Main missions:
1: Manage Indirect travel agents, solicitor, or customer queries within a respectable time frame.
- Handle pre-litigation or litigation work. Manage the relationship with our lawyers when necessary.
- Deal with arbitration cases
- Deal with all customers queries regarding the insurance cover and claims procedures.
- Inform the relevant services of important/recurring queries: use internal available tools comments procedure, or directly to the departments/villages concerned.

2: Act as the referent to all departments with regards to legal commercial advice.
- Accompany departments on commercial decisions, commercial contracts and other legal aspects that require advice or verification with a lawyer.
- Provide advice and check all legal information on marketing tools/material. Especially for the brochures (approx. 4 times a year) regarding compliance with local law and tour operator’s code of conduct
- Participate with the Sales and Customer Service Centre Manager in the compilation of the booking conditions for each season, use the help and advice of the Country’s legal advisors / lawyers.

3: Contribute and participate, when requested, In crisis management situations involving our customers (before departure, during their stay and upon their return).
- Ensure and act as a link between the Country, fellow countries and the Paris HQ when dealing with crisis situations.
- Alert, coordinate, share information and ensure a tracking system is in place to follow & measure the impact of the situation.
- Skills and competencies we’re looking for:
Education level

Bachelor degree or equivalent.

Experience
- Experience in Customer Relations
- Experience in Tourism & hospitality
- Experience in legal is a plus

Why you should join us:
At Club Med we have 5 values: kindness, multiculturalism, responsibility, freedom and pioneering spirit. Like G.O.'s and G.E.'s around the world, we also share what we call the Club Med spirit: being professional and festive, a unique state of mind and a lifestyle that unites all our team members.

The Club Med spirit is about accomplishment while living a unique experience.

If you are open-minded, a team player, and have an entrepreneurial spirit, you should apply

**Job Type**: Permanent

Location: London (Wimbledon)

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