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about 1 month ago

Customer Relations Executive lgw, up to 20k, East Sussex 

A customer relations executive is required to join the customer relations department of outstanding travel company  

Your role will be to investigate and respond to post-travel correspondence, providing a high standard of customer service to recover customer confidence  

The Role

  • Accountable for responding to assigned post-travel correspondence, ensuring complaints are resolved to the customer’s satisfaction and refunds issued in line with company policy
  • Accountable for accurately capturing customer feedback from assigned cases and recording its progress/resolution onto Respond, the Customer Relations database
  • Accountable for issuing appropriate customer compensation for assigned cases, taking the commercial implications of the company in to consideration, as well as the value of the customer
  • Contribute to handling incoming telephone calls from customers, agents and suppliers and assisting other departments on Customer Relations issues and compensation queries
  • Accountable for producing a high standard of response drafts on behalf of the Quality Manager and the  Management Team

Supplier liaison

  • Accountable for liaising with suppliers to investigate customer feedback as appropriate and ensure adequate responses are received for assigned cases
  • Accountable for negotiating an appropriate compensation contribution from suppliers for assigned cases
  • Accountable for liaising with  Customer Relations departments for assigned cases that have flight related complaint aspects
  • Contribute to building relationships with key suppliers

Reporting and feedback

  • Contribute to feeding back instances of poor product performance and opportunities for improvement to the relevant business area
  • Contribute to the production and distribution of accurate and insightful complaint summary reports from the Respond database
  • Contribute to the production and distribution of accurate complaint ratio statistics
  • Contribute to the production and distribution of accurate and insightful Customer Service Questionnaire reports
  • Contribute to the proactive identification of opportunities for improvement within team processes and system functionality

Recruitment criteria

  • Proven experience in a customer service role within the travel industry
  • Proven ability to negotiate positive outcomes whilst building relationships
  • Proven letter writing skills and a high standard of written English

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