At a Glance
- Tasks: Support customers in Czechia with holiday bookings and resolve inquiries via social media.
- Company: Join loveholidays, a trailblazing company transforming travel experiences.
- Benefits: Enjoy 25 days holiday, training budget, and discounted trips for you and your loved ones.
- Other info: Dynamic role with opportunities for growth in an international team.
- Why this job: Be the voice of loveholidays and make a real impact in the travel industry.
- Qualifications: Fluent in Czech and English, with customer service experience preferred.
The predicted salary is between 25000 - 30000 £ per year.
hackajob is collaborating with loveholidays to connect them with exceptional professionals for this role. At loveholidays we trailblaze together. We are on a mission to open the world to everyone, giving customers unlimited choice, ease and value for their next getaway. The Customer Experience team drives innovation and shapes how millions book holidays. You will accelerate your growth in a fast-paced environment, tackle daily challenges and learn from inspiring leaders and teammates. As we pursue ambitious plans to expand across Europe, you will be part of an international community achieving great things together.
The Impact You’ll Have
The role of Customer Experience Agent is critical at loveholidays. You will be the voice of the company as we launch in Czechia, providing dedicated support for outbound transactions before, during, and after holidays. For this new market, we need a true all-rounder who is flexible and prepared to participate in many and varied activities, adapting quickly should the focus shift to handling inbound customer queries and any other relevant tasks. You will build and maintain customer trust in Czechia, ensuring exceptional service quality and driving cultural and market knowledge across the wider business.
Your Day-to-day
- Customer Support & Escalations: Outbound Transaction Management — Proactively manage and resolve issues related to pre-booked package holiday components for Czech customers (flights, hotels, transfers, etc.).
- Social Media Engagement: Act as the primary responder for customer inquiries and engagement across social media channels, initially focusing on Facebook and Twitter, with the flexibility to expand to new channels as the market grows.
- Complaint Resolution: Serve as the final escalation channel, handling complex customer complaints and issues efficiently and empathetically, including outbound calling when necessary to resolve urgent matters.
Marketing, Content & Tech Support
- Market Insight: Support the Marketing team by providing valuable market insights, understanding customer trends, and sharing knowledge about what motivates customers in the Czech market.
- Content & Quality Assurance: Support content teams with expert translations and vet both internal and customer-facing documents and web content for correct spelling and grammatical accuracy in Polish.
- Chatbot Training: Collaborate with the Tech team to train our chatbot, Sandy, helping it to effectively learn and communicate fluently in Czech.
Your Skillset
- Language Fluency (Essential): Native or near-native level fluency in Czech, combined with excellent verbal and written communication in English.
- Communication & Negotiation: Exceptional verbal communication skills, including the ability to conduct professional outbound calls for sensitive escalation cases.
- Customer Service Experience: Previous experience in a high-volume customer service or contact centre environment—ideally in travel, but not a necessity.
- Social Media Proficiency: Demonstrable experience in managing public customer interactions and resolving issues via social media platforms (Facebook, Twitter).
- Attention to Detail: Meticulous approach to proofreading, translation, and data entry for content accuracy.
- Strong Technical Abilities: Proficient in using web-based applications for multiple hotel suppliers, airlines, and our internal systems.
- Adaptability: Ability to multi-task, prioritise, and manage time effectively in a fast-paced environment and adapt quickly to potential shifts toward handling inbound transactions.
Desirable
- Fluency in German is highly beneficial.
Benefits
- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
- Enhanced maternity/paternity leave
- Cycle to work scheme, season ticket loan and eye care vouchers
Customer Experience Agent - Czechia Market employer: hackajob
At loveholidays, we pride ourselves on being an exceptional employer that fosters a vibrant and inclusive work culture. As a Customer Experience Agent for the Czechia market, you will enjoy a range of benefits including a generous holiday allowance, individualised training budgets, and opportunities for professional growth within a dynamic international team. Join us in our mission to revolutionise travel, where your contributions will directly impact customer experiences and help shape our expansion across Europe.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Agent - Czechia Market
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at hackajob. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like hackajob before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Agent - Czechia Market
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to hackajob:Your cover letter is your chance to shine! Tell us why you want to work at hackajob specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at hackajob!
How to prepare for a job interview at hackajob
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
