Job Description
► Handling all customer interaction in a prompt, friendly, personalised and professional manner
► As a blended agent, interact with the customer across all channels
► Providing a high-touch experience for customers each and every time
► Acting as a trusted advisor in answering questions, solving problems and recommending experiences that meet customers’ needs
► Advising customers on the best services available
► Building rapport with customers
► Providing a value add service that enhances the customer experience and builds our brands and service reputation
► Capture, maintain and ensure quality of customer data
► Identify and highlight any service related issues, incidents or trends
► Highlighting and escalating issues as necessary
► Delivering and maintaining both individual and team targets
Qualifications
►Experience of working in a customer contact centre environment, ideally with travel/hospitality industry exposure, providing excellence in service to the customer
► Previous Telesales experience would be an advantage
► A passion for delivering first class customer service
► Highly developed soft skills and a strong will to serve
► Excellent verbal and written communication skills in both English and German to C2 level proficiency
► Good social and interpersonal skills
► Good listening skills
► Flexible enough to work as a blended agent across channels, handling phone, email and chat transactions
► Ability to spot sales opportunities, ask for the sale and or recommend additional products to customers
► Excellent problem solving skills
► Quality focused with attention to detail
► A genuine interest in the campaign brand
► Empathetic, a warm, helpful and positive approach
► The ability to relate to an older demographic of customer
► Proactive, confident, self-motivated and driven to succeed
► A team player
► IT Savvy with good MS Office and keyboard skills; familiarity with technology and mobile applications
► Demonstrable knowledge of European geography and popular destinations in North America
► The commitment to work towards individual and team goals
► Flexibility in hours of work/shift patter
Additional Information
Operational Hours
► Monday – Friday 07:00 – 18:00
Your future job location offers you: flexible work time options, UK home office based, benefits and services, employee discounts, room for creativity.
Your future job location offers you: flexible work time options, benefits and services, childcare offers, employee discounts, room for
creativity and centrally city based location.