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about 1 month ago

Customer Service Agent, up to £22k, Central London 

A customer service specialist is required to join the customer service team of be spoke luxury operator  

Customer Service Role responsibilities:

  • Handle pre departure and in resort queries from clients
  • Make outbound calls to customers to follow up on a variety of issues.
  • Use multiple applications during call
  • Handle inbound calls consistently meeting and maintaining Department standards and goals
  • Ability to provide expert advice and accurate information to customers regarding the website, booking challenges, and changes/cancellations to existing reservations.
  • Follow company guidelines while thinking quickly and outside the box to offer solutions to meet the customer's needs.
  • Resolve calls and only escalating when all options have been exhausted.
  • 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.
  • 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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