Job Reference: CMA 11282 05/01 CRE
Job Duration:
Start date:
Description:
We are lookingfor a Customer Resolution Executive to join our client who is one of the world's largest Air and Travel service provider, basedin South West London. You will be responsible for responding to pre-travel correspondence.
Investigating issues that have affected the customer reservation prior to travel and whilst in-resort and bringing the matter to a satisfactory conclusion for thecustomer and company.
RESPONSIBILITIES:
* Assisting to minimise losses to the business through full investigation and resolution that are acceptable to both the customer and the company.
* Handles customers complaints in a manner which no lossesare incurred to the company whilst offering the customer the best possible outcome
* Delivers a continued high level customerservice
* Investigates all issues in full using tools available
* Uses the call recorder to view calls if an issue arises* Skilled in GDS history read
* Knowledgeable in the full booking process for Gold Medal
* Knowledgeable in reading airlinecontracts rules and regulations
* Records all losses and errors using department-reporting system
* Completes loss forms anddiscusses findings and solution options with relevant line manager
* Keeps passengers updated on process of investigation andresolution
* Informs manager if a case needs escalating, may have legal or PR implications.
* Informs IT of any issues identified that may be reoccurring due to system failures
* Deals effectively when investigating customer complaints pre travel* Provides accurate information in a timely fashion
* Develops and supports new members of the team and other colleagues.
*Customers' expectations are met wherever possible and managed in a professional manner at all times.
* Effectively communicates in a clear manner with all customers internally and externally.
* Displays consistency when liaising with suppliers workingclearly and methodically collating feedback to offer a satisfactory outcome to the customer within the time guidelines
* Demonstrates the ability to handle difficult situation in a calm and professional manner
* Communicates well at all levels and shows respect to customers and colleagues alike.
* Takes responsibility for colleagues work in their absence and displays a can do, attitude always.
* Develops other team members skills offering help and assistance when required
* Works effectively as part of the team and always demonstrates the PROUD values
* Work across key departments (Sales Centre, Finance, Agency Sales andProduct) establishing a professional approach that ensures the coordination and resolution of all issues.
* To liaise with key administration colleagues to improve internal communications, practices and promote teamwork throughout the organisation.EXPERIENCE REQUIRED:
* Understanding of all in house procedures.
* Customer service experience along with computer, system and telephone skills.
* Good eye for detail and accuracy is essential.
* Quality Focus Customer Focused
* Passion fordelivering quality service
* Attention to detail
* Excellent communication and negotiation skills
* Self-motivated
* Numerate
* Positive attitude
* Ability to analyse statistics and situations with a view to building strategies
* Ability to work cross department
* Proactive
* Methodical
* Team Player
* Computer Literate
* Communication skills
* Good telephone manner
* Time management
* Organisation skills
* Customer service
THE PACKAGE:
The salary package for this position is £21,500 - £24,000 DOE, working hours are on a shift rota pattern between 09:00 at 19:00.
INTERESTED?
Please follow the instructions to apply, attaching your CV. For further questions please contact the team on 02038879444 or clairem@traveltraderecruitment.co.uk
Industry: Travel and Tourism
Salary: £21500 - £24000 per annum
Salary Benefits:
Vacancy Type: Permanent
Job Skills: Travel Agent, Travel Consultant, Retail Travel Advisor, Travel Advisor, Cruise, Ski, Destination Specialist, Tour Operator, Marketing, PR, Recruitment, B2B, Business Development, IT, Account Management, Travel Specialist, Homeworking,
Contact Name: Crawley Team
Website: -
Direct Application URL: -