Aftersales Executive

Reputable Tour operator are looking for an experienced Aftersales executive to join their team.

As part of a small team, our After Sales Executives deliver fantastic service & sales through their expertise of our destinations, providing a full service package & support to our customer's pre-departure and in some cases during their holiday to ensure a seamless process is delivered. We are looking for service champions to join us who are keen to learn about our customers who have lots of enthusiasm and drive to deliver a truly amazing service through every stage of the customer's pre departure journey. You'll need to be fully flexible, innovative and passionate and can work both in a team and individually.

Hours: 40 Hours per week, 5 days over 7. Flexibility required to work shifts, including evenings, weekends and bank holidays.

Job Accountabilities

⦁Provide award winning Customer service over the phone, via email & LiveChat, Video Conference & sometimes face to face.
⦁By listening to our customers carefully, understanding their exact needs and requirements, ensuring all complaints & queries are dealt with within our minimum service level agreements.
⦁Ensuring that all forms of contact are handled quickly and with a friendly 'can-do' attitude, whilst achieving and exceeding service & sales performance targets against key performance indicators.
⦁Challenge the status quo, working collaboratively with all departments to improve the way we deliver our customer experience.
⦁Using initiative, keep up to date with product changes and personal development to always be one step ahead of the game.
⦁You will build valuable relationships with your customers, ensuring your tone of voice, language and contact are in line with our brand guidelines.
⦁You will build relationships with our ground handlers & suppliers to ensure a positive result for our clients
⦁You will ensure that your service, from the initial call to the time your customer returns from holiday is consistent and your customer feels valued every step of the way.
⦁ In the event of Force Majeure, crisis or cancellation situations pre or post departure you will play an instrumental role within our "Crisis incident" team.
⦁ Primarily you will be customer facing meaning call handling in a professional and timely manner ensuring correct and accurate information is given to our valued customers at all times.
⦁ You will be responsible for working through the company mailboxes which can include but is not limited to, Amendment Queries, reply in a quick manner, administering cancellations and working through internal CSR's all within a required SLA in addition to other key operational activities due to business needs.
⦁Responsible for enhancing our overall product delivery by upselling and offering additional products that our customers may benefit from or need to enhance their overall experience.

Qualifications, Skills & Experience

⦁Interested in customers and understands the importance of exceeding our customer's expectations.
⦁Keen to get stuck in and learn.
⦁A confident communicator with proven persuasive and influencing skills.
⦁Self-motivated to achieve performance & business targets.
⦁Positive attitude and enjoys working as part of a team.
⦁A flexible approach with the ability to adapt to different people, customers, challenges and ways of working.
⦁A brilliant communicator (both verbal & written) and relationship builder with all sorts of different people.
⦁Ability to really listen to the customer, quickly identify their needs and think ahead to anticipate them.
⦁Excellent attention to detail and understands the impact of errors on the business and customer.
⦁Someone that can think commercially and take responsibility for their own result, always striving to do better.
⦁Someone who's proactive and a trend spotter and is confident in feeding back their findings to the business to drive improvement.
⦁IT literate and quick to learn.

Desirable:

⦁A passion for Dubai, the Middle East and our other destinations.
⦁Good English language skills, both written and verbal.


If you think you have relevant experience to be a successful candidate for this role please apply online, the successful candidate will receive a competitive package.