Customer Service Specialist

South West London, London, England
£30000 - £35000 per annum
06 Sep 2019
04 Oct 2019
Helen Newton
Job function
Customer Service
Full Time
Contract Type
Are you a Customer Service Specialist looking for a change of career with a 5* Tour Operator? Your job will be to maintain a high profile and positive presence with internal staff (global) and external customers in order to successfully manage guest and travel agent complaint resolution and the overall team effort of Guest Relations/Customer Service.

The Job:

*Responsible for written correspondence and oral communication to all guest-related issues and concerns.
*Maintain database regarding nature of issues and concerns
*Serve as additional contact person in case of guest emergency
*Work with and support staff as necessary to resolve issues
*Responsible for keeping the Director, Guest Experience apprised of serious guest-related issues.
*Work with company attorneys and serve as company's additional official representative at legal mediations and court trials involving guest claims when necessary.
*Direct interaction and communication with all levels of management and internal staff
*Analyse database on a quarterly basis to prepare status report for senior management as requested
*Handle guest insurance claims.
*Implement new processes as needed to enhance and streamline department functionality
*Other related duties as requested

Skills/Experience Required:

*Excellent written/verbal communication skills
*Strong team and individual coaching skills and staff management skills for future department growth
*Ability to work with worldwide office
*Proficiency in MSWord and MS Excel
*Strong diplomatic skills (ability to listen, empathize and respond to guest and travel partner complaints)
*Positive approach and enthusiasm
*Ability to rise above complaint negativity to retain guest goodwill and patronage
*High degree of personal initiative, adaptability and a built-in, self-starting mechanism
*2-4 years' business management or consumer affairs experience
*Travel industry related experience

The Package:

*Starting salary of £30,000 - £35,000 plus company benefits


*If you would like to apply for the above position please click 'APPLY' or email your cv to or call Helen on 02038879444

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