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about 1 month ago

Travel Customer Operations & Support Executive upto £19k, Sussex

An award winning tour operator is looking for a customer operations and support executive to join the team in their 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.

You will be :-
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 company’s 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 :-
Come from the travel industry ideally tour operator of travel agent
Have knowledge of a GDS- Galileo or Amadeus
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

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