Customer Service Advisor

If you love speaking with people, coordinating itineraries, calendars, and diaries, and are all about the detail this is the role for you

Here at Headwater we have a Sales Support Executive position in our growing team on a permanent basis, organising outstanding self-guided holidays for our customers, and working as part of a close-knit team.

**About the role**:
Supporting customers after the point of sale, this role focuses on bookings administration, upselling after sales products, and keeping the customer informed until they reach start their holiday.

**Hours**:
This is a full-time, 37.5 hours per week role covering Monday to Friday (09:00 - 17:00) and only 1 in 3 Saturdays (09:00 - 13:00), providing a half day off during the week.

**What will you be doing?**
- Answering incoming and outgoing service calls within agreed service levels whilst always delivering exceptional customer service.
- Responsible for servicing customer queries after the point of sale, amending holidays whilst maintaining customer relationships throughout / Responsible for servicing the sales team employed by our sister company Exodus in Australia and North America.
- Administration duties including postal services, ticketing, maps, route notes, sending brochures and invoicing in a timely manner / Responsible for contacting locally appointed agents to request accommodation and confirm holiday arrangements to overseas agents in a timely manner.
- Booking rail and other transportation where required to support the sales team.
- Facilitating queries from locally appointed agents on the ground.
- To ensure all holiday documentation is accurate and sent within given service levels.
- Maintain ongoing relationships with customers after the point of sale to ensure customer retention / Maintain ongoing relationships with overseas team members.
- To participate in company training and development opportunities.

**What are we looking for?**
- You will have meticulous** attention to detail** and the ability to multi-task
- An excellent telephone manner
- You have experience in** **sales and service environments and are confident with inbound and outbound telephone interactions.
- Previous experience working with GDS platforms such as Amadeus / Galileo is a distinctive advantage.

**This really is a fantastic opportunity to be part of a team that is making a difference for their customers**

**A bit more about us**

Our mission is simple, to Improve life through travel. Exodus Travels is one of the world’s leading adventure travel companies delivering extraordinary travelling experiences across more than 90 countries worldwide. Providing unparalleled expertise and local knowledge, our exceptional guides on the ground and teams in our worldwide offices have been crafting amazing travel experiences for years.

Our values are to Bring Happiness, Take Responsibility, Be Ambitious and Always Passionate, they underpin the work that we do and act as a reminder of why we do it. We are looking for people who can embrace our values and live them every day.

**Our commitment to Equity, Diversity & Inclusion**:
Together we will cultivate a diverse, equitable and inclusive environment, where all our people can flourish and are encouraged to be their unique selves. We are committing to implement meaningful change within our culture by increasing awareness of and counteracting unconscious bias, eradicating systemic barriers, embracing diversity, and engaging all employees in the process.

**Our commitment to People, Places & Planet**:
Our People, Places & Planet plan works towards improving life through travel - for the places we visit on our adventures, the people we meet when there, and the planet which hosts us.