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3 months 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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