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8 months ago

Customer Relations Executive, up to £25k, central London   

A senior customer relations executive from the travel industry is required to join the customer relations team of  bespoke travel operator

Customer Service Executive   

  • Handle escalated pre departure , in resort and post departure queries and complaints from clients
  • Assist with ABTA correspondence – is conversant with the Code of Conduct and Package Travel Regs
  • Able to follow company guidelines while thinking quickly and outside the box to offer solutions to meet the customer's needs.
  • Participate and provide feedback during focus groups. Work effectively and concisely within a larger team structure to meet company goals.
  • Ability to proactively offer positive and constructive feedback to team members
  • Able to deputise for the Head of Service Delivery when required
  • Ability to travel on business if required
  • Maintain positive attitude at all times.

Personal skills

  • Strong problem solving skills/ability to empathise with the customer. Ability to de-escalate calls in an effective manner.
  • Strong verbal and written communication skills. Ability to assess the customer and adjust communication style accordingly. Articulate.
  • Excellent interpersonal skills with ability to positively influence others.
  • Strong technical skills and computer knowledge, including all Microsoft Office programs.
  • Customer-focused with the ability to work effectively and professionally with internal and external customers
  • Knowledge of the travel industry, GDS experience very beneficial
  • Ability to effectively multi-task during and after calls and follow through in a timely manner.
  • Strong organizational skills with ability to effectively manage competing priorities.
  • Strong attention to detail.
  • Ability to work in a busy environment; managing stress in a professional manner and without disruption to the operation, employees, or customers.

Willingness and ability to adapt to change in a constructive manner.

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