In Resort Agent

2 weeks ago

London, United Kingdom loveholidays Full time

**Job purpose**:
The In Resort Agent has ownership of issues experienced by customers while they are abroad on holidays booked with loveholidays. They assist with maintaining a fantastic customer experience during customers’ holidays.
**Knowledge, skills and experience required**:

- Demonstrable experience working in a travel operations environment.
- Excellent customer service skills.
- Excellent problem-solving skills.
- Excellent administrative skills.
- PC Skills including Word, Excel, PowerPoint and Outlook.
- Second language(s) including Spanish, Turkish, German, Italian and Nordic languages (desirable).
- Experience working overseas in a holiday resort (desirable).
**Key Result Areas**:

- Communicates with customers to find the best solutions, ensuring that end-suppliers offer fair alternatives in line with guidelines.
- Sources solutions for customers directly when current suppliers are unable to do so.
- Deals with customers internally and externally to ensure margins are maintained and customer impact minimised at all stages of booking disruption.
- Liaises and building rapport with all suppliers, ensuring loveholidays customers receive the maximum support available.
- Works with the direct contracting team to ensure that any issues that arise with directly contracted hotels are resolved quickly.
- Reports any property issues to the relevant teams, ensuring we share information in real time to update content.
- Processes manual booking updates to include basic data entry and booking administration.
- Manages cases from end-to-end, giving a consistent service to customers.
- Processes cancellations and obtains refunds from suppliers.
- Works through booking query reports and fixes booking issues both internally and with suppliers; stopping any issues pre-travel or in-resort.
- Works across our in-house and 3rd party systems to manage booking queries as required, including iVector.
Location: WC2N 5DU,London, London WC2N

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