Job Summary
To be the first, after sales point of contact for customers who have purchased a holiday with Imagine Cruising, processing information in response to enquiries, concerns and requests about their holiday. The Customer Support Advisor must be able to deliver high levels of customer service in a timely way and is expected to continue to develop the existing relationships we have with our customers.
Responsibilities
* Deal directly with customers either by telephone & electronically
* Enjoys working with a broad range of customers and clients and understands customer's needs, wants and expectations
* Set, maintain and exceed customer service standards
* Respond promptly to customer enquiries within agreed timescales
* Handle and resolve customer complaints, ensuring right compensation level is offered in a quick and effective manner
* Communicate effectively with internal departments
* Build relationships with our suppliers to work together in resolving any customer query
* Be proactive in solving the customer issues, maintaining high standards of service at all times
* Inbound and outbound calls with passengers to ensure they are happy with the booking and if you can be of any assistance, allowing high levels of customer service with an aim to retain customers as repeat bookers
Experience
* Experience of working in the travel industry preferred but not essential
* Previous experience working in a fast-paced office whilst maintaining professional behaviour
* Passionate about providing excellent customer service and can provide evidence in this area
* Be a great problem solver, and able to think on your feet and show initiative
* Have a track record of responding to customer complaints and queries in a timely manner
* Able to demonstrate empathy and patience in developing customer relationships
* Have an outgoing and confident personality
* Must have great interpersonal skills and the ability to communicate both verbally and in writing to people at all levels.
* Must enjoy working to deadlines with great attention to detail
* Able to remain calm under pressure
* Must be reliable
* Must have a good standard of education to GCSE level, particularly in English and Maths.
* Able to work extended hours on occasions when required
Job Types: Full-time, Permanent
Pay: £26,500.00 per year
Experience:
* Travel Industry: 1 year (preferred)
Work Location: In person