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3 months 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, accurate complaint ratio statistics, insightful Customer Service Questionnaire reports and 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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