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8 months ago
Salary: £17k - 22k per year
Location: Berkshire, Hampshire, Surrey
Job type: Permanent
Contact: Recruitment Team
Category: Customer Service Jobs, Tour Operator Jobs, Travel Agent Jobs

Travel Customer Support Executive - Hampshire - upto £22,000

This highly accredited travel company are looking for an experienced travel customer services executive to join their growing team

Role Summary and Job Purpose:
Reporting to the Customer Support Manager, the Customer Support Executive is expected to deliver a first class after sales service by interacting with customers to provide and process post sale information in response to enquiries, concerns and requests in a timely, personable and professional manner.

Key Responsibilities:

  • Deliver personalised customer service & support of the highest level at all times.
  • Professionally handle incoming requests from customers and ensure that requests are resolved both promptly and thoroughly.
  • Educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
  • To ensure all customer queries & administrative tasks assigned to you are responded to in line with Team KPI guidelines.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • Use own travel experience to assist with customer queries and engage with customers to meet their individual support needs.
  • To pro-actively promote additional services in order to maximise the generation of additional revenues.
  • Use sound judgement to manage difficult customer situations, to respond promptly to the needs of the customer & solicit feedback to improve service.
  • To execute all assigned tasks and booking administration efficiently, ensuring business team targets and KPI’s are met and exceeded.
  • Update the existing databases with known changes and the status of each customer / enquirer.
  • Ensuring a customer focused approach is adopted in all assigned responsibilities. Flexible attitude in undertaking required tasks.
  • Support and provide superior service to other sales channels, such as web, telesales, email & Instant Messaging as and when required.

Skills and Experience:

  • Strong customer service ethos – keeping the customer at the heart of all
  • decision making.
  • Have strong verbal and written communication skills.
  • Capable of multi-tasking through effective planning, prioritising and organising of workload.
  • Have a focus on accuracy and quality and a good attention to detail.
  • Have analytical skills with the ability to effectively problem solve.
  • Proven excellence in administration roles
  • Ability to treat people with respect under all circumstances, install trust and
  • uphold the values of the business.
  • Have a sound commercial approach to all decision making.
  • Willing to challenge the status quo and consistently ask ‘why?
  • Extensive Independent travel is desirable

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