Aftersales Executive at Travelopia

• As the Aftersales Executive, you will be primarily responsible for dealing with Aftersales Support to ensure that our customers receive outstanding service at every opportunity.

What you will be doing

This is an extremely varied role, covering a mixture of Aftersales Support, Operations, and Oversees support, as well as handling Customer relations, despatch, and Health and Safety matters. Your key responsibilities include:

Aftersales and Sales Support:

•  quoting amendments and cancellations on bookings, collaborating closely with suppliers to check pricing and product availability
• Upselling travel extras such as excursions, car hire or airport lounges
• Handling a number of email inboxes (Cancellations, Customer Services, Supplier)
• Quality checking bookings and feedback on any errors to relevant teams

Operations and Overseas Support: 

• Managing any changes or in-resort issues that occur, ensuring they are dealt with in a seamless and efficient manner whilst exceeding customer happiness
• Play an active role in Incident Management Team. Operations is an integral part of dealing with incidents and you will play an active role during any crisis situation by communicating with customers and ensuring you follow all set policies and procedures
• Manage and support the day-to-day relationship with our DMC’s across all Tailormade brands
• Be willing to join our Out Of Hours team being on-call once every 6 weeks

Despatch: 

• Making sure all third-party ancillary products are booked, checking all documentation is printed, checked and posted, as well as answering any enquiries

Health & Safety: 

• Monitor, report and respond to any H&S complaints through in-resort, post-holiday and customer feedback comments, making sure appropriate action is taken

Customer Relations:

•  Investigate, document and respond to post-holiday complaints within set internal and external timeframes with a view to exceeding customer satisfaction and meeting the needs of the business
• Liaise with suppliers and internal departments to improve the recovery and compensation and provide information for Quality Assurance

What we are looking for

• To be successful in this role, you will be able to deliver a high level of customer service and have a dedication to exceeding customer expectations at all times. As well as being calm under pressure and able to make decisions quickly.
• Knowledge of a GDS system such as Amadeus or similar as well as prior experience in a ticketing role, issuing, reissuing, fare rules and fare calculations is crucial.
• Attention to detail, fantastic organisational skills and always being positive and hard-working, with a willingness to take ownership of a situation as needed, are all essential skills to succeed in this team.
• The ability to be flexible, able to meet tight timeframes, and able to sometimes work extra hours during a time of crisis to ensure we are there for our customers when it’s most needed.
• We also require proficiency with Microsoft Office (Outlook, Teams, Excel, Word).
• Lastly, prior experience in a travel or aviation related role is important to allow you to provide the best service to our customers.