Job description
Overview
This role is based within the Vista After Sales team and focused on providing an exceptional service to all Agents, Customers and Supplier partners for any Vista, Hays Beds & Hays Transfers existing booking queries.
Role Summary
Vista Aftersales is an operational team which receives high volumes of incomings calls and email enquiries from agents, supplier partners, other head office teams and customers needing assistance in resort. Our focus is ensuring exceptional service, efficiency and accuracy at all times whilst striving to hit team’s KPI’s.
Main Responsibilities
1. Booking Failures for Vista, Hays Beds, Hays Transfers.
2. Answering general booking questions.
3. Booking amendments Vista, Hays Beds, Hays Transfers.
4. Documentation requests.
5. Airport and In-resort calls.
6. Build and maintain relationships with agents, customers & supplier partners.
7. Identifying and meeting customers’ needs by always providing exceptional customer service.
8. Pro-actively attempt to minimise financial loss to the business wherever required.
9. Achieving individual and team KPI’s.
10. Effectively performing administration duties and follow processes accurately.
11. Sourcing additional product (different room type/board basis etc.) and manual Hays Beds & Hays Transfers bookings.
12. Working on various booking exception reports ensuring they are always kept up to date.
13. Aid internal/external agents and customers in a crisis for Vista, Hays Beds, Hays Transfers.
14. Assist in minimising losses to the business wherever necessary.
15. Process errata and schedule changes accurately & effectively
Qualifications & Experience
16. Experience of working in a similar type of service role
17. Previous travel experience
Customer Service
18. Deliver exceptional customer service to all internal and external agents and customers
Skills
19. Good organisational and time management skills
20. Good negotiation skills
21. Good attention to detail
22. Good understanding of in-house products/systems and external supplier products/systems
23. Resilient
24. Ability to work in a fast-paced call centre environment
25. Good administration skills
Teamwork
26. Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
27. Ability to work effectively with people from diverse backgrounds
28. Open to change and flexible to suit business needs
Communication
29. Good verbal and written communication skills
30. Ability to liaise with staff on various levels
31. Ability to always remain professional
Values
32. Commitment to contribute to the growth of the business and the development of the team
33. Ensure that the Hays Travel values are always demonstrated and that others follow this standard
General
34. To undertake any other duties that fall into the job criteria
35. To conform with all company policies and procedures including Health & Safety
36. To treat all employees, customers and suppliers with dignity and respect
37. This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved