Customer Services Executive at Travelopia

Summary

• The customer service department covers post-holiday contact from customers returning from holiday. Post-holiday questionnaires and ongoing communications with internal departments to improve ongoing customer experiences.

What you will be doing

• Fully responsible for the quality of customer service delivered and happiness levels while on holiday and post-holiday.
• Incoming and outgoing customer contact (telephone and email) from the point of departure and post-holiday whilst delivering outstanding customer service at all times.
• Responsible for handling complaints whilst on holiday and on return, fixing on-site issues, and dealing with compensation pre and post-booking.
• Delivering customer satisfaction levels and liaising with other customer-focused departments to give feedback and follow up with customers if vital.
• To conduct customer service training with internal teams and HW overseas representatives.
• Delivering changes to holidays booked with existing customers and handling objections.
• Assistance in reviewing customer booklets to assist in the customer journey.
• Liaise with internal departments to communicate improvements to the website/product when receiving feedback from customers.
• Analyse CSQ feedback responding to feedback within given service levels and circulating to internal teams were necessary.
• To participate in company training and development opportunities.
• To liaise with car hire companies and airlines where customer complaints arise.
• Logging of compensation and ensuring compensation offered is relative to the situation applied.
• Participate in weekly staff meetings and contribute accordingly.
• Assist other departments whenever vital, which may include administration duties and/or customer service-focused duties.
• Able to multi-task and work under pressure.
• Working across 6/7 days per week including weekend and evening hours.
• Provide constructive feedback on holiday improvements to remove future complaints.
• Assisting the sales and customer operations departments with difficult customers.
• To be part of the ‘out of office duty cover’ reacting to out-of-hours queries.

Customer Champion

• Put the customer first—this is pivotal to ensuring a customer-centric approach. Review and improve the ‘customer journey’ for the Headwater products.

Key competencies

• A high level of customer service experience in dealing with difficult customers is a requirement.
• Strong cultural awareness and strong interpersonal skills.
• Meticulous attention to detail, IT literate, and use of websites a must.
• In-depth geographical knowledge of Europe is necessary as well as being well-traveled in Europe.
• Excellent command of written and spoken English.
• A positive and proactive approach to dealing with a heavy workload.
• Flexible in busy travel periods when dealing with incidents etc.
• Diplomatic and sensitive approach as required when handling complex situations.