Customer Support Consultant

2 weeks ago

Farnborough, United Kingdom Explore! Full time

Explore is an adventure travel expert focusedon sustainable small group holidays which create stories to tellfor a lifetime. From classic group tours and family adventures towalking wildlife and cycling trips. With around 100 countries tochoose from our customers explore the world withus.

At the heart of all of this is a passion totravel responsibly. We aim to always be welcomed back forcommunities and cultures to benefit and wildlife to flourish. In acomplicated world thats full of potential we strive to be betterthan yesterday.

We put people at the heart ofeverything we do and are proud of the extensive benefitswe offer.

This role is based in FarnboroughHampshire with 2 days per week in the office. Our office is withinwalking distance of the train station and has free parking. Worklife balance is important to us and so we are open to discussion onflexible working patterns and parttime working (minimum 4 days perweek).

Role:

The CustomerSupport Consultant is responsible for providing exceptionalcustomer service through a number of booking channels as well asthe delivery of back office administrative processes enabling asmooth and efficient customerjourney.

  • Deliver personalised customerservice and support of the highest level at alltimes.
    Professionally handle incoming requests fromcustomers and colleagues ensuring that requests are resolved bothpromptly and thoroughly.
  • To ensure all customerteam queries & administrative tasks assigned to you areresponded to in line with team KPIguidelines.
  • Take the lead role in all tripconsolidations at all times seeking a positive outcome for Exploreand customer.
  • Process administer and respond toqueries via a variety of booking channels e.g. web GSAs andOTAs.
  • Provide superior service to other saleschannels email and Live Chat.
  • Responsible forexecuting all customer service tasks within TravelStudio.
  • Coordinate updates for Product and OpsTeams where necessary.
  • Continuously evaluateand identify opportunities to drive process improvements for theteam that positively impact the customer experience and improveefficiency.
  • Provide backup support to allCustomer Support Consultants on the phones within the team asrequired.
  • To execute all assigned tasksefficiently ensuring team targets and KPIs aremet.
  • Ensuring a customer focusedapproach is adopted in all assignedresponsibilities.

Person:

  • Strongcommunication and interpersonal skills displaying the ability toconnect and build relationships with all teams around thebusiness.
  • Proven excellence in administrationroles.
  • Effective planning prioritising andorganising of workload is crucial.
  • Accuracyquality and excellent attention to detail areparamount.
  • Thrives on multitasking in a busyenvironment.
  • Energetic enthusiastic and astrong desire to exceed customer expectations and deliverexceptional customer service.
  • Proven results inmaximising sales in a target driven dynamic workenvironment.
  • Experience in computer bookingsystems preferably within travel.

Weaim to be better than yesterday and our values will beclose to your heart.

Diversity is to becelebrated. Life would be dreary and change would be slow if we allthought the same way. We challenge our ideas each other and ourbusiness partners always with respect and kindness.

Explore is part of Hotelplan UK awellestablished and diverse family of specialist tour operatorswith a long tradition of developing and operating marketleadingexperiences. The family comprises ski walking and Laplandholidayswith Inghams andSantas Lapland; adventure travel with Explore; andselfguided holidays withInntravel. Sustainability and responsibletourism is at the core of everything we do and should be a passionfor everyone employed by the group.

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