Customer Service Executive

South West London, London, England
£24000 - £26000 per annum
11 Oct 2019
25 Oct 2019
Danielle Nairne
Job function
Customer Service
Full Time
Contract Type
Our client is a successful and fast-growing travel company based in South West London and they are seeking an experienced Customer Service Executive to join their team.

The Job

Key Responsibilities
⦁Handle pre & post voyage complaints for the dedicated market to ensure best possible guest experience.
⦁Act according to procedures, Terms & Conditions and Package Travel Act.
⦁Together with the team handle guests affected of schedule,- and product changes.
⦁Be the expert on the Package Travel Act
⦁Be a part of the Next of Kin crisis team
⦁Assist in emergency handling when needed
⦁Prioritize and execute on tasks with high integrity, be proactive and empowered to take decisions within the framework of the terms & conditions, transportation conditions, country specific package tours act.
⦁Other tasks can be added to the function

Performance Indicators (metrics, KPIs, qualitative assessments):
⦁Guest satisfaction/NPS score > X (to be updated)
⦁Respond to >90 % of the claims within 48 hours
⦁Close >80 % of all feedback cases within 7 days.
⦁Other KPIs can be added to the position

Experience/Skills Required:

Academic and Professional Qualifications:
⦁Experience within customer service and travel industry
⦁Experienced within customer rights and package travel law.
⦁Good IT knowledge in usage of IT tools such as MS Office and CRM systems.
⦁Speak and write in English and the appointed markets language.

Additional Knowledge:
⦁Good understanding of the organization and products
⦁Experience in crisis management tools, booking tools and on board systems as Fidelio
⦁Trained in handling of challenging guests and situations.

Key Personal Attributes/Behavioral Competencies:
⦁Have a strong guest experience focus
⦁Service and solution oriented towards internal and external customers
⦁Excellent communication skills, both oral and in written
⦁Flexible and team player.
⦁Show initiative and be action oriented and structured during challenging and unpredicted situations
⦁Be a role model for the companies core values

The Package:
My client is offering a competitive salary package from £24,000 to £26,000 dependent on experience.

To register your application for Customer Service Executive, please submit your CV by Clicking 'Apply' now

Please note:
Due to the volume of applications received only candidates shortlisted will be contacted

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