Customer Service Agent - Office Based (12 Months Maternity Cover)
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About the Role
We are seeking a dedicated Customer Service Agent to join our team on a 12-month maternity cover basis. This position is based in our Hammersmith office, London, and involves supporting our customers through various stages of their travel journey.
Key Responsibilities
* Assist customers visiting our Hammersmith office, providing resolution to their queries and ensuring their satisfaction.
* Manage and respond to customer complaints, including handling sensitive cases such as bereavement and medical illnesses, with empathy and professionalism.
* Arrange special assistance for travelers, ensuring all support needs are met prior to travel.
* Work within SLAs to ensure timely responses and resolutions.
* Coordinate with suppliers and internal teams to resolve issues effectively.
* Handle and protect sensitive customer data in compliance with privacy guidelines.
* Provide feedback on recurring issues to facilitate continuous improvement.
* Maintain up-to-date knowledge of the travel industry and company policies.
Required Skills and Experience
* Exceptional customer service skills with proven experience in a fast-paced environment.
* Strong organizational skills and attention to detail.
* Experience handling complaints and complex customer issues.
* Excellent communication skills, both written and verbal.
* Empathy, sensitivity, and a customer-centric approach.
* Ability to think creatively and handle objections effectively.
* Ownership mindset, especially for escalated issues.
Preferred Qualifications
* Knowledge of the travel sector is advantageous but not essential.
Benefits
* Company pension contributions at 5%
* Personalized training budget for professional development
* Discounted holidays for employees and their families
* Holiday entitlement starting at 25 days plus 8 public holidays, increasing with service
* Enhanced maternity/paternity leave policies
* Additional perks like cycle schemes, season ticket loans, and eye care vouchers
Additional Information
This role involves working in a culturally diverse environment, requiring flexibility and a team-oriented mindset. You will report to the Specialist Resolutions Team Leader and work closely with colleagues across different regions.
Interview Process
* Initial screening with Talent Acquisition (30 mins)
* Interview with Hiring Manager and another team member (60 mins)
Employment Details
* Seniority Level: Entry level
* Type: Contract
* Function: Customer Service / Other
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