Travelopia is the home for brands that create extraordinary travel experiences. We are at the forefront of global travel for those wanting something distinctive. Each of our customers demands a different experience. We give them this through real understanding and expertise. It’s at the heart of all we do at Travelopia.
Specialist travel is all we do. P...
Read more about this company
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.
20 Initiatives to Boost Employee EngagementAre you struggling with improving employee engagement at work? This article covers everything from better communication to building a strong workplace culture.
30 Common Interview Mistakes to AvoidThis piece examines 30 of the most common mistakes applicants make at interviews, so you know how to better avoid them.
Gmail
Yahoomail