To provide a comprehensive and unique multi-channel contact service (including phone, SMS, e-mail) with the aim of delighting all TUI UK customers whilst they are on holiday overseas. Taking complete ownership for the resolution of customer queries/complaints/ in resort. Maximising revenue generation opportunities in line with 24/7 Holidayline targets and objectives.
What You'll Be Doing
Delighting customers by responding to calls / e-mails or texts coming into the 24/7 Holidayline within required response times and quality standards. Establishing current and future needs / actions to ensure the provision of a quality service at all times
Identify customer needs re: revenue opportunities and pro-actively promote the sale of ancillary products to match the individual customer need
To work with the 24/7 Holidayline Team Manager and Team Leaders(s) to identify additional services and relevant support processes/systems to further meet customer needs, without adding costs to the business
Fully utilise the 24/7 Holidayline call logging tool and local information database to record and service customer contact
To replicate everything that can be done by our overseas holiday advisors, via the 24/7 Holidayline.
Full responsibility and accountability for query/complaint resolution to rest with 24/7 Holidayline Advisor, using Empowerment to compensate where appropriate
Demonstrate adherence to rota times and punctuality, i.e. logged on ready for customer contact at the start of each shift
Keep self up to date with products, systems, technology, database changes and offers
Manage difficult/conflict situations in a confident and professional manner and resolve to satisfy all parties
Respond to the needs of customers irrespective of location.
Ensure effective communication within team and wider resort(s)
Liase with UK customer operations, customer support department, internal/external travel agents i.e. Hotel Beds, to investigate, resolve and update on customer queries in resort.
Develop excellent knowledge of product, processes and procedures
Assist in operational difficulties, providing incident line cover and SAT team assistance when and where required.
Ensure smooth operation of Flight Delayline programme
Assist with 2wentys Reunion Booking and Hotline
Key Relationships (Internal & External contacts):
Internal: 24/7 Holidayline Team Leader Inform/ Consult 24/7 Holidayline Team Manager Inform Area Manager Inform 24/7 Holidayline Manager Inform UK Customer Operations Inform Customer Support Inform/Consult In House travel agents Inform Resort Support Inform Hotelbeds Inform/Consult General Manager Customer Support Inform
External: Third party travel agents Inform
What We're Looking For
Previous, proven experience of working within an Overseas Resort, Travel Agent, Call Centre, Tour Operator, Customer Service background
PC Literate
Experience of handling conflict/complex complaints
Proven experience of working to and achievement of performance and conduct measures/targets/standards
Ability to work flexible hours around full range of shift patterns
Previous overseas resort experience e.g. experience working as a rep, desirable
Knowledge of TRACS/TOLCICS/call log/Local Information Database desirable
Evidence of sales skills and ability to deliver results
Language Skills desirable
Has worked effectively as part of a team
Flexible approach
Travel and Tourism NVQ preferred, but not essential
Any additional relevant information:
The Holidayline operates on a 24 hour, 7 day, and 365 days a year basis. 24/7 Holidayline Advisors are required to work the full range shift patterns within the hours of operation.
24/7 Holidayline Advisors must be able to handle calls from other resort areas/Customer Support departments as business needs require
This job expired on 09/02/2012
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