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25 days ago
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Customer Operations Executive


Halmer Recruit
Salary: Up to £25000 per annum
Location: London, City
Job type: Permanent
Contact: Manisha Vadukul
Category: Admin Jobs, Customer Service Jobs, Travel Executive Jobs
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Purpose of the role:

Taking direction from the Head of Service Delivery the Customer Operations Executive position will assist in the day to day operational management of all post sales activities and improve customer experience and value of sale

Monitor Service levels in order to ensure a consistency in the level of delivery throughout the company and ensure that clients and colleagues expectations are exceeded.

Main Responsibilities:

  • Handling all necessary admin processes related to bookings from both call centre and online channels
  • Handling switch selling where the customers online selection is unavailable
  • Administering all amendments to bookings including elective changes by customers and schedule changes
  • Undertake as required upselling activities offering lounges, transfers and additional products for online and call centre bookings
  • Dealing with cost adjustments
  • Allocation of bookings to Sales staff
  • Follow up on pending hotel confirmations
  • Follow up outstanding balances
  • Ensuring that all ticketing and payment deadlines are met
  • Reporting on and follow up on failed QC bookings
  • Handling all bookings for leavers
  • Logging all customer service queries
  • Ensure that telephone calls to the department are answered promptly and courteously and that wherever possible issues are resolved for customers on first contact
  • Where a first call resolution is not possible customers are to be provided with a daily update
  • Review all forward departures to ensure that travel documentation has been dispatched to customers and that any auto dispatch failures are dispatched
  • To ensure that all client correspondence is answered in line with both company internal policies and procedures and ABTA's Code of Conduct
  • Ensure that the pending complaints are followed up on and that consumers are kept fully informed as to the progress of their complaints
  • To assist customers who are in resort or who have undertaken outbound travel
  • Ability to demonstrate an awareness of the ABTA Code of Conduct, company policies and procedures
  • To ensure that accurate and concise records of all work undertaken and that full notes are added to files whenever contact has been made or received from a customer or supplier
  • Participate in the ongoing review of Company Policies with a view to making suggestions or amendments, which would lead to improvements in the level of service provision and customer experience
  • To ensure that the Head of Service Delivery is kept fully briefed at all times about any escalated consumer enquiries

Knowledge/ Skills:

Essential Skills &/or Experience

  • Excellent communication skills - written and verbal
  • 1-2 years minimum travel industry experience
  • GDS experience - Galileo
  • Formal drafting of correspondence/reports/arbitration submissions
  • First-hand experience of at least 2 of the key destinations

Desirable Skills &/or Experience

  • Word processing/excel

Purpose of the role:

Taking direction from the Head of Service Delivery the Customer Operations Executive position will assist in the day to day operational management of all post sales activities and improve customer experience and value of sale

Monitor Service levels in order to ensure a consistency in the level of delivery throughout the company and ensure that clients and colleagues expectations are exceeded.

Main Responsibilities:

  • Handling all necessary admin processes related to bookings from both call centre and online channels
  • Handling switch selling where the customers online selection is unavailable
  • Administering all amendments to bookings including elective changes by customers and schedule changes
  • Undertake as required upselling activities offering lounges, transfers and additional products for online and call centre bookings
  • Dealing with cost adjustments
  • Allocation of bookings to Sales staff
  • Follow up on pending hotel confirmations
  • Follow up outstanding balances
  • Ensuring that all ticketing and payment deadlines are met
  • Reporting on and follow up on failed QC bookings
  • Handling all bookings for leavers
  • Logging all customer service queries
  • Ensure that telephone calls to the department are answered promptly and courteously and that wherever possible issues are resolved for customers on first contact
  • Where a first call resolution is not possible customers are to be provided with a daily update
  • Review all forward departures to ensure that travel documentation has been dispatched to customers and that any auto dispatch failures are dispatched
  • To ensure that all client correspondence is answered in line with both company internal policies and procedures and ABTA's Code of Conduct
  • Ensure that the pending complaints are followed up on and that consumers are kept fully informed as to the progress of their complaints
  • To assist customers who are in resort or who have undertaken outbound travel
  • Ability to demonstrate an awareness of the ABTA Code of Conduct, company policies and procedures
  • To ensure that accurate and concise records of all work undertaken and that full notes are added to files whenever contact has been made or received from a customer or supplier
  • Participate in the ongoing review of Company Policies with a view to making suggestions or amendments, which would lead to improvements in the level of service provision and customer experience
  • To ensure that the Head of Service Delivery is kept fully briefed at all times about any escalated consumer enquiries

Knowledge/ Skills:

Essential Skills &/or Experience

  • Excellent communication skills - written and verbal
  • 1-2 years minimum travel industry experience
  • GDS experience - Galileo
  • Formal drafting of correspondence/reports/arbitration submissions
  • First-hand experience of at least 2 of the key destinations

Desirable Skills &/or Experience

  • Word processing/excel

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