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11 months ago

Travel Customer Relations Executive, up to £19k, Berkshire

A travel customer relations executive is required to join the customer relations department of highly accredited travel company
He /she will be responsible for ensuring that customer correspondence is dealt with swiftly and efficiently in accordance with company procedures and industry deadlines in addition to providing support to customers with their insurance claims, flight delays and lost property. A desire to provide world-class customer service and an ability to communicate both verbally and in writing to a very high standard is essential. The Customer Relations Executive must be sympathetic to customers and their needs, proactive and willing to turn their hand to any task.

Key Responsibilities:

  • Undertaking the investigation of any tour complaints or feedback, liaise with the relevant staff and suppliers and resolve customer concerns in a timely manner.
  • Making and receiving phone calls to/from customers and assisting them with any concerns, feedback on enquiries they may wish to make.
  • Being proactive when complaints are received, identifying underlying trends and working with key stakeholders to prevent recurrence.
  • Assisting customers with lost property claims, flight delay issues and insurance documents where required.
  • To actively monitor logs and complete tasks from other areas of the business that require Customer Relations intervention or guidance.
  • Careful administration of customer letters and e-mails, ensuring relevant files are kept up-to-date.
  • Assisting with the preparation of monthly reports and complaints analysis if required.
  • Ensuring a customer focused approach is adopted in all assigned responsibilities and to provide personalized customer service of the highest level at all times.
  • Using sound judgment to manage difficult customer situations.
  • Responding promptly to the needs of each customer & solicit feedback to help continually improve the level of service provided.
  • Being a member of a motivated team and take an active role in engendering a positive, energetic and customer-focused working environment.
  • Being flexible and willing to help out with any other area of the business as necessary.
  • Being a member of the Crisis Management team in the event of a major incident (optional).

Please note only applicants with travel industry experience will be considered for this position

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