Travel Customer Operations & Support Executive

An award winning tour operater is looking for a customer operations and support executive to join the team in thier luxury offices in sussex. The customer operations and support executive will be providing system, process and product support to call centres and direct customers whilst ensuring robust bookings are in place with ground suppliers via the effective handling of queries, system processes and disputes.

The role of the customer operations and support executive is:

• Accountable for supporting agents in securing sales and maximising revenue by taking ownership of booking queries and seeing them through to completion
• Accountable for coaching servicing agents in the optimum use of xRez Agent, in established business processes and in the companies preferred service style
• Accountable for problem solving and troubleshooting system errors experienced by agents, taking ownership and seeing them through to completion
• Contribute to the handling of customer enquiries in times of mass disruption   
• Handling emails, queues, staff bookings and booking failures
• Accountable for responding to customer and agent queries received by email or webform according to communications standards
• Accountable for the proactive identification of failed bookings and for contacting affected customers with an effective solution  
• Supplier liaison
• Accountable for resolving assigned disputed bookings and outbookings through influencing and negotiating with suppliers to achieve a mutually acceptable solution

The ideal customer operations and support executive will be:

• Come from the travel industry ideally tour operater or travel agent
• Have knowledge of a GDS- Galileo or Amadues
• Self-management
• Time management, planning & organisation
• Team working
• Accuracy and attention to detail
• Communication & interpersonal               
• Influencing & negotiation
• Service delivery within customer service
• Technical expertise & specialist knowledge

Beneficial qualifications

• Proven ability to work under pressure and multi-task
• Proven experience in a customer service role within the travel industry
• Proven ability to work shifts
• Proven experience in using tour operator or GDS systems