Tour Operator – Customer Service Consultant 24k – 28k Basic

Job Title – Tour Operator – Customer Service Consultant

Job Location – London

Salary – 24k – 28k Basic

My client is recruiting a Customer Services Consultant who must have previous travel agents/tour operator customer service experience.

The role is Monday to Friday 9am – 5.30pm

You will be replying to customer correspondence about post-holiday trips and internal quality control measures.

You must have experience of relating to customers, build and maintain a good rapport, and have excellent written and verbal communication skills. In the role, you will be meeting tight deadlines whilst maintaining a calm temperament at all times.

Key responsibilities:

1. Answer post tour complaints
2. Answer all customer questionnaires
3. Resolve issues immediately and assess appropriate refund/compensation
4. Ensure compensation terms are agreed in contracts with suppliers.
5. Complete correspondence and have cheques issued.
6. Audit discounts offered to see if clients have taken them up using client records or voucher numbers.
7. Work with Accounts to develop a system to ensure refunds agreed by suppliers are received
8. Comparative analysis of complaints by tour/product/year v year
9. Work to reduce complaints through quality control
10. Supplier feedback
11. Monthly report
12. On tour problems

Knowledge and experience required:

1. At least 2 years’ tour operator customer service experience
2. Customer service driven
3. Works well under pressure, rises to any challenge, and meets objectives
4. Capable of working within a team structure or autonomously
5. Excellent communication skills

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