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Online Travel Support

3 months ago

East Kilbride, United Kingdom Clarity Travel Full time

Overview and what we offer

  • Mon - Friday 37.5hrs
  • Location - East Kilbride 
  • Refer a friend for £1000 bonus which is unlimited
  • Generous holiday entitlement
  • Day off for your birthday
  • Staff Awards
  • Hotel and airline discounts
  • Employee Assistance Programme
  • OUR COMPANY CULTURE IS..... Bright, Energetic, Fast Paced and Rewarding, where we PROVIDE you with the opportunity for that brighter FUTURE
  • Clarity Travel is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees
  • At Clarity we not only listen, we adapt and we deliver

Who we are and what we do

We're a global, multi award winning Business Travel Company and we make business travel straightforward By getting our customers where they need to be for work, safely, efficiently, and cost-effectively.

Our team comprises of over 800 industry experts, delivering the right service at exactly the right moment, we are the trusted provider of hassle-free travel management programmes for progressive businesses and organisations everywhere.

Our people Are the heartbeat of our business and we invest heavily in training and development through our dedicated training academy and personal career development growth programmes.

Clarity Business Travel company and a top 10 UK-based Travel Management Company which is part of The Portman Travel Group click here to view our LinkedIn Careers Page and includes Brighter Event, Elegant Resorts, If Only and Destination Sports Group

Purpose of the role overview

To deliver exceptional customer service and offer expert and knowledgeable training and troubleshooting advice to Clarity Customers using our supported Online Booking Tools, along with after sales fulfilment. This role is full time office based in our East Kilbride office with no option for hybrid working. 


Accountabilities• Answering incoming calls, emails and Live chat customer interactions within agreed service levels whilst delivering exceptional customer service at all times
• Use resources and customer questioning skills to identify opportunities to enable the client to achieve ‘self-service’ with the Online Booking Tools.
• After Sales actions from adding ancillaries to flights to handling travel changes and cancellations.
• Quality Control ensuring the Bookings full completion.


Main deliverables• High levels of customer satisfaction. Low levels of customer complaints
• Resolution of queries within agreed SLA’s
• Positive feedback from clients regarding support monitored by the satisfaction surveys
• Achieve personal target.
• Client Online retention
• Environmental & energy business targets met
Skills required
• Strong communication skills – friendly, confident manner with all levels
• Can work effectively communicating with customers via phone, email and live chat while maintaining focus on key business goals.
• Meticulous attention to detail is required for this role along with the need to multi-task.
• A flexible approach to your work and support the team as needed.
Proven experience working in a fast paced, targeted environment would be desirable


Please note the start date for this role will be September 2024. 



Essential

  • Computer literate with experience of Microsoft office.
  • Excellent attention to detail, accuracy, and the ability to follow instructions.
  • The ability to work within a team environment to achieve team/department objectives
  • Ability to work under pressure and to tight deadline
  • Excellent verbal and written communication skills
  • Very high attention to detail and organisational skills
  • Excellent knowledge of Word and Excel – creating and maintaining document