Customer Relations Executive

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.