Job Description
Your responsibilities:
* 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
* Promoting memberships to non-members
* Advising customers on the best services available
* 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
What distinguishes you?
* Experience of working in a customer contact centre environment, ideally with travel/hospitality industry exposure, providing excellence in service to the customer
* A passion for delivering first class customer service
* Highly developed soft skills and a strong will to serve
* Excellent written communication skills in both English and German to C2 level proficiency
* Good social and interpersonal skills
* Flexible enough to work as a blended agent across channels, 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
Additional Information
Operational Hours
Monday – Sunday 37.5 hours between 7am and 5pm
Your future job location offers you:
* flexible work time options
* hybrid home/office working
* benefits and services
* employee discounts
* room for creativity and centrally city-based location.