Customer Experience Specialist

3 days ago

Clapham, Bedford, United Kingdom Oliver's Travels Full time
About the Role

We're seeking a highly skilled and results-driven Customer Experience Consultant to join our team at Oliver's Travels. As a key member of our team, you will be responsible for driving sales for holiday villa rentals in stunning locations, ensuring top-notch customer service, and creating positive outcomes for both the customer and Oliver's Travels.

Key Responsibilities
  • Facilitate the confirmation of online bookings by liaising with customers and owners.
  • Deal with day-to-day queries on existing bookings while providing a professional experience to our customers and owners.
  • Handle customer queries and complaints, providing a high level of customer service in an empathetic and understanding manner.
  • Respond to booking requests and allocate funds to bookings.
  • Enter data into suppliers, agents, owners, and review portals.
  • Assign opportunities to team members and delegate queries.
  • Escalate and share queries as they arise to ensure that problems are identified and solutions are found.
  • Take ownership of accessing information from various sources to respond effectively to customer and owner enquiries.
  • Liaise with owners and suppliers to ensure smooth transitions of all bookings.
  • Assist with making bookings at peak times of the year.
Requirements
  • Ability to work under pressure and deliver excellent standards of customer service.
  • Confidence with numbers, calculating booking fees, commissions, and the ability to spot and rectify pricing issues.
  • Exceptional listening and communication skills.
  • Highly organized and methodical with excellent attention to detail.
  • First-class English language skills, both written and verbal.
  • Confidence, patience, politeness, tact, and diplomacy required when dealing with difficult situations.
  • Creative thinking to come up with new ideas to improve processes.
  • Outstanding people skills and an impressive client focus to build relationships with clients and owners alike.
  • A passion for boutique and luxury travel.
What We Offer
  • Flexible working - work from anywhere on the planet for up to 4 weeks per year.
  • £1000 Oliver's Travels holiday credit for every year you work with us
  • 25 days of annual leave, plus bank holidays, plus one extra day leave for every year you are with us
  • Monthly company socials and guaranteed awesome Summer and Christmas parties
  • Free breakfast, nibbles, delicious drinks, all on us
  • Headquarters in our newly refurbished offices in Clapham.
  • Team of 100... and growing fast
  • Great working environment - team of hard-working and passionate travellers from around the world.
  • Office dogs - bring your buddies along
Application Process
  • Please upload your CV and cover letter to your application.
  • First interviews will be conducted through Microsoft Teams.
  • Following interview(s) will be held at our offices in Clapham.

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