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Customer Experience Specialist

2 months ago

London, Greater London, United Kingdom Saga Plc Full time
About This Role

We are seeking a highly skilled Duty Officer to join our team at Saga Plc. As a key point of contact for our customers, you will be responsible for delivering exceptional customer experiences and resolving any issues that may arise during their holiday.

Main Responsibilities
  1. Action and resolve client issues from the day of pick up to the day of arrival back at home.
  2. Offer full support to Tour Managers/Airport Reps/Drivers/Clients/Suppliers who have any problems on tour or in resort.
  3. Remain calm and professional when dealing with customer inquiries.
  4. Report and log all issues, ensuring accurate and timely updates.
  5. Proactively inform the Duty Office Manager of any regular issues to ensure effective resolution.
  6. Resolve customer complaints to their satisfaction while minimizing business costs.
  7. Go above and beyond to meet customer and business needs.
  8. Develop a comprehensive understanding of all departments across the business to ensure operational issues are addressed.
  9. Monitor river levels, World Events, and FCDO Advice, reporting concerns to relevant teams.
  10. Manage the staff travel inbox and send Airport Reps passenger reports and requests while on duty.
  11. Offer support to other areas of the business during quieter periods.
  12. Participate in the crisis team during major incidents and provide necessary support.
The Ideal Candidate
  1. Have a working knowledge of a GDS system, preferably Amadeus, Galileo, Sabre, Worldspan, or similar.
  2. Be a highly skilled communicator with excellent telephone manner.
  3. Have previous experience working in the travel industry.
  4. Demonstrate attention to detail and ability to work in a fast-paced environment.
  5. Be able to work under pressure against tight deadlines.
  6. Show ability to multitask, prioritize, and offer solutions.
  7. Be willing to work a pre-planned team rota, including weekends and night shifts.
About Saga Plc

Saga Plc is a leading provider of products and services to people aged over 50 in the UK. Our company operates with a clear purpose: to create exceptional experiences every day while driving positive change in our markets and communities.