CUSTOMER OPERATIONS & SUPPORT EXECUTIVE
This is an opportunity to join one of the World's leading global premium travel brands as an Operations & Support Executive. The Operations & Support Team works cohesively to ensure their pre-travel operation runs smoothly and efficiently, providing customers with seamless and enjoyable travels. Whether a customer has booked a holiday of a lifetime, a romantic break, a family outing or a business trip, the aim is to guarantee satisfaction at, quite literally, all points along their journey.

Customer Operations & Support Executive - Role Features & Responsibilities:
This team provides system, process and product support to their airline call centres, suppliers and direct customers; handling a wide variety of queries via telephone, email and internal systems. As part of this friendly and enthusiastic team, you will enjoy a multi-tasking role which involves:

• Coaching agents in the optimum use of various systems, in established business processes and in their preferred service style.
• Problem solving and troubleshooting system errors experienced by agents and customers, seeing them through to completion.
• Taking ownership and successfully resolving escalated pre-travel customer complaints.
• Responding to agent, supplier and customer emails in a timely and professional fashion.
• Negotiating with suppliers on rejected bookings and where a reservation cannot be fulfilled, liaising with the customer to reach a mutually acceptable solution.
• Delivering system and process training to colleagues and call centre staff.
• Proactively identifying failed bookings and subsequently contacting affected customers with an effective solution.
• Servicing staff bookings efficiently.

Customer Operations & Support Executive - Skills & Experience Required:

• Excellent accuracy and attention to detail.
• A 'can do' attitude with a desire to be flexible, help others and work as part of a team.
• The ability to multi-task and work in a highly organised fashion.
• Excellent written and verbal communication skills.
• The ability to prioritise and manage demanding workloads.
• A passion to deliver excellent customer service through creative solutions.
• The ability to quickly grasp a variety of systems and ever-evolving business processes.
• Experience of working in an operational or customer service role in the travel industry is preferred.

Customer Operations & Support Executive - Additional Information:

• Salary of £20,095 to £circa £23,000 including shift allowance.
• This job involves working a 37.5 hour week on a 7 day shift pattern.
• Staff benefits include excellent staff travel concessions and a range of additional company benefits.

If you have the relevant experience please apply for the position of Customer Operations & Support Executive online.

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