Specialist Customer Care Executive

6 months ago

Portsmouth, United Kingdom Iglu.com Full time

We are seeking a highly motivated and customer-centric Service Agent to join our expanding Cruise and Stay Team as our Specialist Customer Care Executive.

You'll play a pivotal role in ensuring our customers' post-booking experience exceeds expectations. You'll leverage your cruise and destination expertise to provide exceptional service, resolve queries, and ensure a smooth and enjoyable journey from booking confirmation to return for our customers.

**About Iglu**:
**Key Responsibilities**:

- **Post-Booking Management**: Manage all customer enquiries and requests following booking completion, ensuring clear and accurate communication.
- **Booking Modifications**: Process customer requests for changes or additions to existing bookings, working efficiently to implement these adjustments.
- **Problem-Solving Expertise**: Collaborate with internal teams and external suppliers to effectively resolve any problems that may arise in the Customer Journey..
- **Complaint Resolution**: Address customer complaints professionally and diligently, working towards solutions that foster satisfaction and loyalty.
- **Detailed Documentation**: Maintain accurate and comprehensive records of all customer interactions to ensure seamless communication and facilitate future issue prevention.
- **Upselling and Cross-Selling Opportunities**: Identify and present relevant upselling and cross-selling options to enhance the customer experience while adhering to company guidelines.

**Skills and Experience**:

- Minimum of one year of experience in a travel industry customer service role.
- Working knowledge of ABTA/ATOL regulations is a plus.
- Excellent time management and organisational skills to prioritise tasks and manage workload effectively.
- Ability to work independently and take ownership of customer service interactions.
- Strong teamwork ethic with a commitment to collaborating effectively with colleagues.
- Exceptional communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
- Ability to multi-task effectively and manage a high volume of enquiries.

**Behavioral Role Fit**:

- **Professional Demeanor**: You maintain a courteous and professional manner in all interactions with customers, colleagues, and suppliers.
- **Proactive Approach**: You demonstrate initiative and a willingness to go the extra mile to anticipate customer needs and find solutions.
- **Supportive Spirit**: You are a team player who readily assists colleagues and fosters a positive and collaborative work environment.
- **Teamwork Champion**: You value collaboration and work effectively with internal and external partners to achieve common goals.

**Key Performance Indicators**:

- **Average Handle Time (AHT)**: This metric tracks the average time it takes to resolve a customer enquiry. We strive for efficient resolution while providing thorough and personalised service.
- **First Contact Resolution (FCR)**: This KPI measures the percentage of enquiries resolved during the initial interaction with the customer. A high FCR rate indicates efficient problem-solving and minimises customer frustration.
- **Workload Management**: We monitor workload per hour to ensure efficient use of your time and the ability to provide timely responses to customers.
- **Customer Satisfaction**: Your success is measured by the satisfaction of our customers. We regularly gather feedback through surveys and monitor satisfaction scores to ensure we are meeting and exceeding expectations.

**Why work for Iglu?**

We strive on offering a great culture and working environment for everyone but don't just take our word for it, take a look at our values and some of the benefits below:
**Our Values**:

- Put People First
- Driven by our Customers
- Love what we do
- Bold and ambitious

**Our Benefits**:

- Hybrid and Remote working options
- Personal Development Program
- Discounted travel offers for family and friends
- Gym discounts at all major chains across the UK
- Mental Health and Wellbeing Support
- Electric Vehicle Scheme
- 24/7 Online GP / Dental Service
- Life Assurance for all
- Help shape the culture of Iglu by getting involved in our Charity or Social Committee
- Bi-annual Company Get Togethers
- Plus Many More

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