Customer Relations Executive
- Employer
- DCV Specialist Recruitment
- Location
- West Thurrock, Grays
- Salary
- £18,213
- Closing date
- 10 Aug 2019
View more
- Sector
- Cruise
- Hours
- Full Time
- Contract Type
- Permanent
- Job function
- Customer Service
Job Details
Job Description: Customer Relations Executive
£18,213
Overview: We are looking for a dedicated individual to join our busy Customer Relations team in the position of Customer Relations Executive; your 'people skills' will be just as important as your formal qualifications. We will look for a high standard of written and spoken English, excellent communication skills and a friendly personality is essential. Enthusiasm to work with people over the telephone, face to face and by email is essential, as well as the ability to effectively deliver a high level of customer service. Previous experience ideally working within the travel industry, especially in a Customer Service environment would be essential. You will need to have good attention to detail, be computer literate and able to work effectively as part of a team. This role will suit a calm and patient individual who has a positive and enthusiastic approach to their work, with experience of handling a large volume of telephone and email enquiries. Strong letter writing skills and experience preparing written correspondence for customers will also be required.
Line Management: The Customer Relations Executive will report directly to the Customer Relations Manager.
Duties and Responsibilities:
- Ensure a high level of customer service by telephone, email and written communication is maintained at all times.
- Investigate and resolve all complaints in accordance with CMV’s standard procedure and industry guidelines, in a timely and fair manner, to achieve the best possible result for both the customer and the company.
- Maintain the highest level of written communications for pre and post travel correspondence.
- Ensure all communication is 100% accurate and fully addresses all points raised by the customer.
- Ensure all passenger correspondence received by email or letter is logged correctly onto the in-house booking system in a timely manner.
- Demonstrate a sense of urgency depending on the volume of enquiries, and adapt and prioritise as required.
- Demonstrate and empathetic but fair manner when dealing with telephone queries to aim to effectively resolve the issue.
- Communicate effectively with other departments, the on-board team and external partners.
- Build a good relationship with the on-board teams to gain an in depth understanding of the customer experience on board.
- Continually develop and increase product knowledge by assisting with turnarounds, where possible and regular visits on board the vessels.
- Allocating compensation, once agreed by management.
- Reporting figures on a quickly basis to management (a good level of Excel will be required for this function).
- Filing and administration duties.
Customer Service Ad-hoc Duties:
Responsibility for covering the 24/7 Emergency line - This includes having both the company iPhone and laptop, on a rota basis.
On occasions attending cruise turnarounds at various regional ports and assisting the Shore Side Operations Manager with turnaround duties.
Working Hours:
- Standard office hours are Monday to Friday from 09.00 to 17.30hrs.
Company
DCV is a specialist recruitment agency providing Permanent, Contract & Interim staffing solutions throughout the UK and Worldwide.
Our many areas of expertise within Travel include:
Specialist Tailor-made Consultants
Business Travel Consultants
Sales Consultants
Administration & Operations Consultant
Ticketing Consultants
Product Managers
Commercial Managers
Marketing Managers
Account Managers
Business Development Managers
Finance Controllers
To name just a few of the travel backgrounds within the Travel Industry we deal with
Our Senior Consultants and Resource’s specialise in The Travel Industry with over 22 years’ experience by offering both candidates and clients an unrivalled recruitment service.
DCV Specialist Recruitment work in collaboration with its clients to provide a consultative service aligned to their business goals. This industry focused approach has enabled DCV to forge business partnerships with SME’s, Corporate & Blue Chip Travel Organisations across the globe.
DCV Specialist Recruitment has a targeted approach when sourcing candidates, enabling us to provide our clients with the most qualified and experienced candidates within the market place providing quality at all times.
Our candidate attraction strategy is be-spoke to each client to ensure that we resource Travel professionals from the background desired, coupled with the skills and experience to deliver results. These attraction methods include but are not exhaustive off:
- Our Database
- Traditional client specific Head Hunting
- Niche Job boards
- Social networking
- Travel Industry specific publications
- Referrals
The delivery of our service is harnessed by our Skilled Consultants and our Resource Team, all of whom have a wealth of experience within the Travel Industry sector.
Contact us
DCV TECHNOLOGIES LIMITED
Biz Space
575-599 Maxted Road
Hemel Hempstead
HP2 7DX
Telephone number : 01442 270 711
Get job alerts
Create a job alert and receive personalised job recommendations straight to your inbox.
Create alert