At a Glance
- Tasks: Assist customers with ski bookings and ensure an unforgettable holiday experience.
- Company: Join Iglu Ski, the UK's largest ski travel agency, passionate about winter sports.
- Benefits: Flexible hours, training provided, and a chance to work in a fun, dynamic environment.
- Other info: Opportunity to grow within a supportive team and learn about the travel industry.
- Why this job: Combine your love for skiing with customer service and help others enjoy their dream holidays.
- Qualifications: Strong communication skills and a passion for travel; experience in customer service is a plus.
The predicted salary is between 20700 - 25300 £ per year.
Role Purpose
Iglu Ski is the UK’s largest ski travel agency, helping thousands of customers find their perfect ski holiday each season.
We’re passionate about skiing, the mountains, and delivering an unbeatable experience for our customers.
We are currently seeking to expand our Ski Customer Service team, as the ski season is fast approaching.
The successful candidate will ensure that our high levels of customer service are maintained.
They will manage all aspects of customer bookings and enquiries from post-sale to post-holiday resolution.
Experience in a similar customer service role or in the travel industry is preferable.
Key Responsibilities
- Answering customer queries by phone, email or live chat
- Resolving problems of customers on holiday
- Handling of customer complaints
- Liaising with tour operators
- Booking cancellations and customer amendments
- Ancillary sales and seeking up-selling opportunities
- Amending bookings in line with supplier changes
- Checking and sending tickets to customers
- Take payments from customers where needed
- To undertake any other duties or projects as required by your line manager, appropriate to your role.
Skills and Experience
- Strong verbal and written communication to ensure clear, professional interactions both internally and externally
- Comfortable using CRM systems, email, Google Docs, and booking platforms (training provided).
- Basic understanding of ABTA/ATOL regulations
- Organised, with the ability to work in a fast-paced environment and prioritise tasks
- A genuine passion for winter sports and travel.
- Good attention to detail.
- Ability to work independently and as part of a collaborative team.
- Fluent in both written and spoken English.
- Knowledge of the ski holidays and resorts we feature.
- A willingness to develop knowledge and skills.
KPI’S
- Email response time and quality scores
- Customer Feedback scores
- Call answer rate and call quality scores
- Workload per hour
Ski Customer Service Executive FTC 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 Ski Customer Service Executive FTC
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Iglu.com.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Iglu.com. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Ski Customer Service Executive FTC
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Iglu.com.
How to prepare for a job interview at Iglu.com
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Iglu.com's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Iglu.com offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
