Customer Service Executive

2 days ago

Derby, United Kingdom The Search Consultant Full time

Job Title: Customer Service Executive

Role Purpose:
The purpose of this role is to predominantly answer incoming calls to ensure all customer requirements are met following a successful booking and to deal with any queries that arise in a timely and effective manner, managing our customers expectations andproviding the best service in line with company expectations. Ensuring administration duties associated with the customers holiday arrangements are met and any requests are actioned promptly and efficiently.

Key Responsibilities:

- Answer incoming calls from customers ensuring all of their requirements are met within agreed service levels.
- Assist with Travel document process liaising with the relevant departments to ensure all the elements of the holiday are brought together and customers have the correct documents for their holiday.
- Admin duties - room and flight requests understanding the customers needs and liaising with the hotel/product & transport departments to ensure we can meet the customers requirements and they have any relevant additional costs.
- Action cancellations in line with company process ensuring all elements of the holiday is cancelled and the customer has a correct cancellation invoice.
- Dealing with travel concierge requests which include pre/post night stays, rail tickets and UK transfers.
- Handling late booking requests (when the package is locked) including approaching the relevant departments and liaise with suppliers to ensure we can secure the holiday.
- Assist with Customer Relations issues and call outs in particular any changes to customers holiday arrangements ensuring they have all the correct revised information.
- Ad-hoc queries and requests from within the Customer Service team and other teams within the Contact Centre

Skills, Experience & Competencies
- Previous experience within a Customer Service environment
- Ability to work in a fast paced environment with the ability to prioritise own workload
- Excellent communicator both verbal and written with good attention to detail
- A good team player whilst able to work on own initiative
- Problem solving abilities with a pro-active approach and a positive attitude
- Good IT skill

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