Customer Operations Executive at Travelopia

Summary:

• A Customer Operations Executive will primarily be responsible for dealing with Sovereign and Citalia customers whilst on-holiday, or before travel regarding any involuntary changes that we are made aware of, while also being required to undertake other activities within the operations function: such as after sales, or connecting with customers post holiday.
• Customer Operations Executives will need the flexibility to work across all areas within the functions of after sales support, operations, and customer relations to deliver our business service strategy, and to ensure that our customers receive exceptional service.

What You Will Be Doing:
Operations

• Ensuring that any pre departure and in resort issues that impact our customer’s holiday bookings are dealt with in a seamless and efficient manner whilst exceeding customer fulfillment
• Manage schedule change queues on Amadeus and schedule changes sent to us from our low cost airline providers. Handle any flight or accommodation involuntary changes
• Liaise with internal departments and external suppliers to resolve any issues and provide feedback regarding trends, quality issues or areas of concern to ensure these are acted upon
• Explore ways of improving processes to benefit the customer and business
• Play an active role on the Incident Management Team. Operations is an integral part of dealing with incidents by being actively involved during any crisis situation, communicating with customers, and ensuring you follow all set policies and procedures
• Be willing to be part of the OOH team being on-call once every 7 weeks

After Sales and Sales Support

• Quoting amendments and cancellations including fees and adjusting bookings, adding products to bookings along with re-invoicing
• Collaborating closely with suppliers for confirmations, checking pricing, availability and providing special needs information
• Spotting trends on common issues which the sales team can rectify in order to provide a smoother guest experience
• Up selling travel extras such as excursions, car hire or airport lounges
• Using a variety of systems to book all elements required for a customer's needs– i.e. train travel, excursions and tours
• Handling a number of email inboxes (Cancellations, Customer Services, Supplier)
• Quality check all bookings within 72 hours to ensure all elements are correct
• Proactively feeding back any errors or incorrect information to the relevant teams and ensure that these are followed through and dealt with accordingly.
• Action pre and post departure queries and any adhoc in resort operational issues both internally and externally
• Tracking and distribution of sales leads

Customer Relations

• Investigate, document and respond to post holiday complaints within set internal and external timeframes with a view of exceeding customer satisfaction and meeting the needs of the business
• Liaise with suppliers and internal departments to maximise the recovery and compensation and provide information for quality assurance
• Identify and report and legal/H&S/liability issues within complaint/supplier correspondence and to raise these appropriately
• Provide feedback to source of complaint to highlight any issues for concern and any possible areas of improvements with action plans
• Connect with customers and suppliers via email, letter or telephone by matching the style of the customer/supplier whilst showing the highest level of accuracy and presentation

What We Are Looking For:

• Delivery of high customer service and dedication to exceed customer expectations
• Committed, highly organised, and flexible to work extra hours during times of crisis
• Have the ability to meet tight deadlines, using initiative to work alone and part of a team, and be able to make quick decisions
• High attention to detail, showing accurate grammar and numerical skills
• Amadeus knowledge and understanding of airline and accommodation contracts
• Experience within travel and an operational role
• Positive and passionate with a hunger to take ownership