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Leading Tour Operator selling a variety of holidays are seeking an experienced Customer Service / Customer Care Executive to join their team in Cheltenham, to aid their continued success through monitoring feedback and handling complaints effectively. For this position you must have experience in handling, processing and resolving complaints, in return you will receive a competitive basic salary, 25 days holiday, plus your birthday off and bank holidays and travel discounts, and good career opportunities within the business!
JOB DESCRIPTION: Work as part of the Customer Contact team, to deal with a range of customer enquiries, requests, and complaints while customers are on holiday, as well as by phone, email, and letter pre and post-holiday.:* To respond to a wide variety of pre and post tour email enquiries within agreed service levels and response times.* To make outbound calls to customers in response to changes made by the Transport Team to the pickup location on a customer's booking.* To take shared responsibility across the team of the management and action of Room Requests, keeping within agreed SLAs* To make outbound calls to customers who have requested a call back through the email channels, ensuring that any sales leads are passed to the Reservations sales team within 24 hours of receipt to maximise sales potential.* To ensure that all formal complaints are logged on to the Customer Complaint software and acknowledged within 48 hours of receipt.* To manage your own allocated workload of complaints, ensuring that they are responded to within agreed KPIs/Service Levels.* Contact specific suppliers and internal departments to investigate complaints raised by customers to enable us to respond with an accurate and fair response.* Ensure optimum performance to achieve the highest customer service standards so that all customer contacts are resolved first time every time, within agreed timescales.* Record and feedback trends to the Team Leader and Head of Customer Contact.* Escalate unresolved issues and repeat complaints to the Customer Contact Team Leader with recommendations for actions and resolution and /or compensation.* Obtain approval for compensation payments as required with appropriate supporting evidence for case.
EXPERIENCE REQUIREDPrior customer service experience ideally in a travel environment is desirable however, applicants with solid customer service call centre experience will also be consider, so it's a great opportunity to change industry and join the Travel, Leisure & Tourism sector! The full-time position is Monday to Friday; however, this role also includes rota'd weekend cover with time off in the week when covering weekends (approx. 1 in 6 Saturdays). This is an office based role in the centre of Cheltenham.
THE PACKAGE:* 25 days holiday plus your birthday off* Option to buy additional holidays* Company events* Company pension* Cycle to work scheme* Employee discount* Friends and family discount* Free fruit in the office* Referral programme
INTERESTED?Please follow the instructions to apply attaching your CV. This vacancy is being managed by Claire Muge. I can be contacted on or Not right for this role, or this role not right for you, but keen to further your career in the Travel Industry! We have a variety of different opportunities so do submit your CV to us! Unfortunately if you are unsuccessful, due to our volume of applications, we are unable to reply to everyone individually
