Customer Service Executive – Travel Sector

Job Title – Customer Service Executive – Travel Sector

Job Location – London

Salary – £23k – £25k

The Customer Service Executive role is a key position within this successful travel organisation. In this role, you will be the key point of contact for the customer regarding service delivery pre, during, and post-holiday.

You will be responsible for all aspects of customer relations within the business, dealing directly with both positive and negative feedback in an empathetic and constructive manner.

Minimum Requirements:

They need you to have at least two years’ experience in Customer Service in the travel sector. You must have a strong knowledge of the travel industry, displaying outstanding verbal and written communication skills, with a good understanding of all legal obligations, including travel regulations and ABTA guidelines.

Responsibilities:

• Handle all customer correspondence and queries.
• Manage difficult clients proactively and seek appropriate resolutions.
• Investigate and respond by telephone, email, or letter on standards or queries relating to hotel accommodations, attraction tickets, guided and private tours, and transfers.
• Liaise with ground contracting teams to establish facts or obtain comments from the party supplier to issue responses to clients.
• Ensure information or supplier responses are received and letters drafted within a reasonable time frame, managing these inquiries within a 14- or 28-day ABTA deadline.
• Liaise with in-house travel managers regarding how information was provided to clients at the time of booking or any other time.
• Assist travel managers with advice on how to deal with clients as situations progress.
• Be aware of required information and reporting, assisting the Head of Legal with processing any illness or injury claims.

Skills Required:

• Good written and verbal communication skills are essential.
• Customer Service experience is essential, preferably within the travel industry, familiar with ABTA / ATOL guidelines.
• Able to work well under pressure.
• Ability to work independently while managing timelines within a small customer service team.
• Proficient computer skills.

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