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5 months ago
Salary: £17.8k - 20k per year
Location: Hertfordshire
Job type: Permanent
Contact: Recruitment Team
Category: Customer Service Jobs

Customer Operations & Support Executive 

The Customer Operations and Support Executive 4 travel will provide system, process and product support to travel centres and direct customers whilst ensuring robust bookings are in place with ground suppliers via the effective handling of queries, system processes and disputes.

Principal Accountabilities:

  • Telephone support
  • Accountable for supporting  agents in securing sales and maximising revenue by taking ownership of booking queries and seeing them through to completion
  • Accountable for problem solving and troubleshooting system errors experienced by agents, taking ownership and seeing them through to completion
  • Contribute to the handling of customer enquiries in times of mass disruption  

Handling emails, queues, staff bookings and booking failures

  • Accountable for the efficient servicing of Holiday Hotline bookings and queries
  • Accountable for responding to customer and agent queries received by email according to communications standards
  • Accountable for handling and responding to agent queries received via queues
  • Contribute to supporting Travel Support activities where required
  • Accountable for responding to customer feedback relating to the booking journey
  • Accountable for the proactive identification of failed bookings and for contacting affected customers with an effective solution 

Supplier liaison

  • Accountable for responding to all supplier email queries in a timely and professional fashion
  • Accountable for resolving assigned disputed bookings and out bookings through influencing and negotiating with suppliers to achieve a mutually acceptable solution
  • Accountable for handling telephone queries and contributing to building positive relationships with suppliers

Training support

  • Contribute to team induction training by ‘buddying’ new colleagues
  • Contribute to coaching agents on processes, systems and overrides via telephone, email and booking remarks

Reporting & feedback

  • Contribute to identifying new system or product issues and logging for onward investigation according to agreed standards
  • Contribute to new starters training needs through providing feedback
  • Contribute to providing feedback to the business to proactively reduce unnecessary supplier contact
  • Contribute to the proactive identification of opportunities for improvement with processes and system functionality
  • Accountable for the identification of trends in customer feedback relating to the booking journey

Shift work

  • Contribute to agreed levels of coverage by working shifts as rostered
  • Contribute to providing contingency cover and demonstrating flexibility towards shift change requests

Skills, Knowledge, Experience, Qualifications:

Company-wide skills & behaviours

  • Self-management
  • Time management, planning & organisation
  • Team working
  • Accuracy and attention to detail
  • Influencing & negotiation
  • Service delivery
  • Technical expertise & specialist knowledge

Beneficial qualifications

  • Institute of Customer Service (ICS) communications award         
  • Proven ability to work under pressure and multi-task
  • Proven experience in a customer service role within the travel industry
  • Proven ability to work shifts
  • Proven experience in using tour operator or GDS systems

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