Customer Services Specialist

Location
Purfleet, Essex
Salary
£18,000
Posted
03 Jan 2019
Closes
03 Feb 2019
Ref
DCVJL1016
Sector
Cruise
Job function
Customer Service
Hours
Full Time
Contract Type
Permanent

Customer Services Specialist  

 

Overview

  • Due to further expansion of our business, we are looking for an experienced Customer Services Specialist, your 'people skills' will be just as important as your formal qualifications.
  • We will look for a good general standard of education, but excellent communication skills and a friendly personality is preferred. 
  • Previous experience of working with people either over the telephone, face to face or by email would be useful.
  • Any previous experience in the travel industry would also be beneficial.
  • Abilities to work to chronological deadlines and to work as part of a team is needed. 
  • The successful candidate will have experience of working in a customer service environment, with excellent communication and organisational skills, with experience of working in a call centre/telesales environment.
  • You will have a good attention to detail, be computer literate with experience of using a reservation system. 

Line Management

  • The Customer Services Specialist will ultimately report to the Customer Services Manager. 
  • The Customer Services Manager will manage, supervise and allocate the following duties and responsibilities:
  • Ensuring all passenger enquiries are dealt with in a timely manner. This will be done by telephone, email and on occasion, face to face. 
  • Ensure correct information is passed on to passengers.
  • Administer cancellations and/or transfers received by email or post and ensure they are actioned in-line with company guidelines.
  • Printing, collating and posting initial cruise documentation to passengers, such as ticketing, pre-cruise information, itinerary change letters etc.
  • Printing, collating and posting issuing documentation to any new and/or bookings. 
  • Entering passenger information onto the in-house booking system correctly.
  • Taking payment from passengers.
  • Attending ship turnarounds, at various regional ports. 
  • Participating in our Rota. (Approximately once in x8 weeks) £75 each time.  

 

Probationary Period

  • There will be an initial probation period of three months.
  • Once you have passed your probation a one-month notice period will be required.
  • Should either party wish to terminate the relationship within your probation, under 1 month’s service no notice period is required and 1 month up to successful completion of your probationary period a 1-week notice is required.  

Working Hours

  • Standard office hours are Monday to Saturday from 09.00 to 17.30hrs.
  • A day off in lieu will be provided for Saturday/Sunday working, as advised by the Line Manager and subject to staffing rota.

 

Remuneration

  • A basic salary of £16,000 - £18,000 per annum (Circa), commensurate with experience will be offered and reviewed annually every December, subject to a three-month probation period. 

 

Overtime Policy

  • During the week, any time worked in the morning or evening beyond the standard working hours, will not be paid. 
  • For weekend overtime, a day off in lieu will be provided for each full day worked. At the discretion of the Line Manager, ‘paid’ overtime may also be considered instead of the day/s off in lieu based on a pro-rata basis at the daily salary rate.
  • In the event of extended overtime hours beyond the full day a flat rate of pay will apply and thereafter increased if an overnight is required.
  • All overtime must be approved in advance by the Line Manager. 

 

Holiday Entitlement 

  • A minimum 22 days per annum, increasing to 28 days according to length of service, pro-rated accordingly plus bank holidays will apply.
  • Holiday requests will need to be completed and submitted to the Line Manager via our online system.
  • At least one month’s notice should be given, where possible, in order to arrange appropriate cover. 

Other Benefits

  • A workplace pension scheme - following three months of continuous service.  
  • Free on-Site Parking 
  • State of the art offices 
  • Travel discounts on selected products and services

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