Complaints Handler
Found in: Talent UK C2 - 1 week ago
Job Description
Introduction
Joining to our Customer Success Team, you will be dealingwith the escalation/ complaints for customer service role within support organization, working externally withCustomers to coordinate and drive the resolution of critical issues, providetimely and accurate updates regarding the escalations.
Our service hours are Monday to Sunday 7am to 8pm. Thestandard working pattern will be 37.5 hours per week (5 days per week). Youwill work shifts on a rotation basis including weekends and public holidays.
Key Roles andResponsibilities
Resolved escalated customer concerns andcomplaints by creating positive experiences; Provide insight into the current state of thecustomer relationship with escalated accounts; Utilize strong communication skills to connectwith customers and negotiate when necessary; Consistently follow-up with customers untiltheir concerns are fully resolved; Develop and maintain a prioritized issue listand action plan to drive resolution to critical issues; Identify operational issues and cooperate withother teams/ departments to improve ; Enhance the and reputation platforms (Facebook, Twitter, TrustPilot etc.); Proactively and independently works to meetrelated targets; Assist with any ad hoc projects and tasks fromthe Customer Success Manager/ TL.Qualifications
At least 1 year of call centre & complaintshandling experience (it could be in different roles); Strong communication skills, must be fluent orproficient in English and Polish/Dutch/Arabic/German both writtenand spoken; Good knowledge of Microsoft Office applications,such as Word, Excel, PowerPoint and sound general computer skills; Proficient typing abilities; Sound troubleshooting and problem-solving skillswith a strong desire to achieve positive outcomes; Strong negotiation and objection handlingskills; Ability to manage customer expectations clearly,a balanced an analytical approach to solving customer problems; Enthusiastic yet conscientious and diligentapproach to work; Completer-finisher with a good attention todetail; Have a passion for helping and supportingothers; A positive and friendly attitude withwillingness to innovate change.Why
We offer a stage to unleash your full potential and driveglobal impact. As an international team, we embrace an open and inclusiveculture that supports and respect team members in and out of the workplace.Everyone is on a trip, whether it's a career trip or a life trip. At Group, you can define your own trip by setting a goal and celebrate yoursuccess by recognizing the progress you have made.
Whats more?
Extensive learning opportunities and resourcesto further your career 32 days holidays An Employee referral program that rewards youfor inviting friends to come to work with us Annual travel benefit for activities bookedthrough Enhanced family friendly policies to supportyour family whatever the circumstances Life assurance to give you peace of mind Employee well-being program: discounted gymmemberships, health cash plan, enhanced sick pay, and an Employee AssistanceProgram including hybrid Team building activities to encourage a sense offun and belonging We celebrate a diversity and our cultural wealthby raising awareness and hosting events on-siteAbout Us
Founded in 1999 and listed on NASDAQ in 2003 and HKEX in2021, , Ctrip, Skyscanner, and Qunar.
Across its platforms, resources from industry partners and helps travellers worldwide pursue theperfect trip with exceptional travel products and services.
We have four Customer Service Centres for established in Japan, Korea, the UK, and the Philippines, providing 24/7customer service in 19 different languages.
We have more than 30,000 employees scattered across 30countries in Asia, Europe, the Americas, and Oceania, striving to expand ourglobal markets and aiming to be the worlds leading and most trusted family ofonline travel brands that aspire to deliver the perfect trip at the best pricefor every traveller.
Click the link to learn more about What makes a leading global travel service provider?
Click the link to learn more about This is a Trip Where BothYour Career and Life Can Flourish
Find out more job opportunities at
Have a good trip, and see you soon
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