Customer Support Consultant

5 months ago

Farnborough, United Kingdom Explore! Full time

Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures, to walking, wildlife and cycling trips. With around 100 countries to choose from, our customers explore the world with us.

At the heart of all of this, is a passion to travel responsibly. We aim to always be welcomed back, for communities and cultures to benefit, and wildlife to flourish. In a complicated world that's full of potential, we strive to be better than yesterday.

We put people at the heart of everything we do and are proud of the extensive benefits we offer.

This role is based in Farnborough, Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. Work life balance is important to us and so we are open to discussion on flexible working patterns and part-time working (minimum 4 days per week).

Role:
The Customer Support Consultant is responsible for providing exceptional customer service through a number of booking channels as well as the delivery of back office administrative processes enabling a smooth and efficient customer journey.
- Deliver personalised customer service and support of the highest level at all times.
Professionally handle incoming requests from customers and colleagues, ensuring that requests are resolved both promptly and thoroughly.
- To ensure all customer, team queries & administrative tasks assigned to you are responded to in line with team KPI guidelines.
- Take the lead role in all trip consolidations, at all times seeking a positive outcome for Explore and customer.
- Process, administer and respond to queries via a variety of booking channels e.g. web, GSAs and OTAs.
- Responsible for executing all customer service tasks within Travel Studio.
- Co-ordinate updates for Product and Ops Teams where necessary.
- Continuously evaluate and identify opportunities to drive process improvements for the team that positively impact the customer experience and improve efficiency.
- Provide backup support to all Customer Support Consultants on the phones within the team as required.
- To execute all assigned tasks efficiently, ensuring team targets and KPI’s are met.
- Ensuring a customer focused approach is adopted in all assigned responsibilities.

Person:

- Strong communication and interpersonal skills, displaying the ability to connect and build relationships with all teams around the business.
- Proven excellence in administration roles.
- Effective planning, prioritising and organising of workload is crucial.
- Accuracy, quality and excellent attention to detail are paramount.
- Thrives on multi-tasking in a busy environment.
- Energetic, enthusiastic and a strong desire to exceed customer expectations and deliver exceptional customer service.
- Proven results in maximising sales in a target driven, dynamic work environment.
- Experience in computer booking systems, preferably within travel.

We aim to be better than yesterday and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.

Explore is part of Hotelplan UK, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski, walking and Lapland holidays with Inghams and Santa’s Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group.

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