At a Glance
- Tasks: Be the voice of our brand, ensuring seamless customer journeys and providing exceptional service.
- Company: Join Iglu.com, the UK's largest specialist ski and cruise travel agency.
- Benefits: Enjoy hybrid working, discounted travel, and 24/7 online GP services.
- Other info: Flexible shifts, supportive culture, and opportunities for personal development.
- Why this job: Make a real impact in travel while building a strong career in a dynamic environment.
- Qualifications: Experience in travel or customer care with excellent communication skills.
The predicted salary is between 28350 - 34650 £ per year.
Role Purpose
As a Customer Care Expert , you are the brand ambassador and the voice of our business.
You are responsible for ensuring each customer’s journey is seamless—from the initial enquiry to the moment they depart.
Using your extensive knowledge of cruise lines and destinations, you will provide exceptional service to our loyal customers, managing interactions over the phone and via email.
We are looking for enthusiastic, innovative, and passionate people with the drive and flexibility to thrive in a fast-paced, energetic team environment.
Must have experience in Travel or Customer Care.
Key Responsibilities
- Customer Support & Sales: Answer incoming calls and emails, using your expertise to maximize sales of cruise holiday products and ancillaries.
Identify opportunities to upsell and "switch sell" products based on specific customer needs and desires.
- Booking
Management: Manage reservations after the booking is completed.
This includes making amendments, rectifying errors, and navigating various in-house and supplier reservation systems (cruise lines and tour operators).
- Performance Standards: Meet and exceed personal sales targets and KPIs, including conversion rates, margin per booking, and transactions per hour.
- Issue
Resolution: Take ownership of customer queries and complaints.
Actively work to find solutions and de-escalate issues, following the company’s escalation process when necessary.
- Brand Advocacy: Build valuable relationships with customers, ensuring your tone of voice and language consistently align with brand guidelines.
- Administration & Accuracy: Complete all administrative tasks with high levels of diligence and accuracy, logging records of all customer communication to minimize business impact from errors.
- Continuous Improvement: Proactively share customer feedback and recommendations with management to identify pain points and drive business change.
Skills and Experience
- Communication Excellence: Impeccable verbal and written skills with proven persuasive, influencing, and negotiation abilities.
- Technical Proficiency: Strong IT skills, including MS Office (Word, Excel), Google Docs, and the ability to multitask across different reservation systems.
- Target Driven: A history of meeting and exceeding KPIs in a customer care environment.
- Industry Knowledge: Understanding of cruise products and destinations (prior travel experience or industry knowledge is essential).
- Resilience: Ability to stay calm and composed in a fast-paced, high-pressure environment while maintaining first-rate organizational and time-management skills.
- Analytical Skills: Excellent numeracy skills and an eye for detail to ensure error-free work.
- Behavioral Role Fit
- Passion for Service: A genuine zest for travel and a commitment to providing the highest levels of customer support.
- Adaptive Mindset: Flexible and easily adaptable to different people, challenges, and evolving ways of working.
- Proactive & Hardworking: A self-motivated "can-do" attitude with a drive for results and personal self-development.
- Team Player: Supportive of colleagues and enthusiastic about contributing to a positive call center culture.
- Empathetic Listener: Ability to really listen to the customer, identify underlying issues, and make sound recommendations.
- Role Key Performance Indicators (KPIs)
- PCA %
- Average workload 40 plus per day (calls and emails)
- Email response time
Why Join Iglu?
Iglu. com is the UK’s largest specialist ski and cruise travel agency.
We pride ourselves on our first-hand knowledge and offer a platform for you to build a strong career in a rapidly expanding business.
- Flexibility: Hybrid and Remote working options (UK based).
- Perks: Discounted travel for family/friends, Electric Vehicle Scheme, and Gym discounts.
- Wellbeing: 24/7 Online GP Service, Life Assurance, and Mental Health support.
- Culture: Bi-annual company get-togethers and active Charity/Social Committees.
Working Hours: 37.5 hours per week. Shifts fall between 9am–8pm (Mon- Sun). Candidates are expected to work 5 out of 8 weekend days.
Customer Care Expert employer: Iglu.com
Iglu.com is an exceptional employer that prioritises a vibrant work culture and employee well-being, making it an ideal place for passionate ski enthusiasts. With hybrid working options, personal development programmes, and generous travel discounts, employees are supported in both their professional growth and personal interests. Join a team that values collaboration, customer service excellence, and a shared love for winter sports, all while enjoying the benefits of a supportive and dynamic environment in Wimbledon.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Expert
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Iglu.com. 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 Iglu.com 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 Care Expert
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 Iglu.com:Your cover letter is your chance to shine! Tell us why you want to work at Iglu.com 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 Iglu.com!
How to prepare for a job interview at Iglu.com
✨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.
