At a Glance
- Tasks: Be the voice of loveholidays, supporting Czech customers before, during, and after their holidays.
- Company: Join a dynamic travel company launching in the Czech market.
- Benefits: Enjoy 25 days holiday, discounted trips, and a personalised training budget.
- Other info: Flexible role with opportunities for growth and a fun team culture.
- Why this job: Make a real impact in customer experience while exploring the travel industry.
- Qualifications: Fluent in Czech and English, with strong communication and customer service skills.
The predicted salary is between 30000 - 40000 £ per year.
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 their 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 be building and maintaining 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: 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.
Perks of joining us:
- 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: loveholidays
At loveholidays, we pride ourselves on being an exceptional employer, especially as we expand into the Czech market. Our vibrant work culture fosters collaboration and innovation, offering employees a unique opportunity to shape customer experiences while enjoying generous benefits such as a 5% pension contribution, an individualised training budget, and discounted holidays. With a strong focus on employee growth and a supportive environment, we empower our team members to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Agent - Czechia Market
✨Tip Number 1
Get to know the company inside out! Research loveholidays and understand their values, mission, and the Czech market. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries and complaints, role-play with a friend or family member. This will help you feel more confident when dealing with real customers and ensure you can handle any situation that comes your way.
✨Tip Number 3
Engage on social media! Start following loveholidays on platforms like Facebook and Twitter. Get involved in conversations and see how they interact with customers. This will give you insights into their customer service style and help you prepare for the role.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows initiative and gives us a chance to see your enthusiasm for the role right from the start. Plus, it’s the best way to stay updated on your application status!
We think you need these skills to ace Customer Experience Agent - Czechia Market
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and don’t be afraid to share a bit about your passion for customer service and travel.
Tailor Your Application:Make sure to customise your application for the Customer Experience Agent role. Highlight your relevant experience in customer service, especially in high-volume environments, and mention any specific skills that relate to the Czech market.
Proofread Like a Pro:Attention to detail is key! Before hitting send, double-check your application for any spelling or grammatical errors. A polished application shows us you care about quality and accuracy, which is super important in this role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at loveholidays
✨Know the Company Inside Out
Before your interview, make sure to research loveholidays thoroughly. Understand their mission, values, and the specifics of their operations in the Czech market. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills, especially in high-pressure situations. Be ready to discuss how you've handled complaints or resolved issues, as this role requires a strong focus on customer satisfaction.
✨Demonstrate Social Media Savvy
Since you'll be engaging with customers on social media, think of specific instances where you've successfully managed public interactions online. Highlight your ability to communicate clearly and empathetically, as well as any experience you have with platforms like Facebook and Twitter.
✨Be Ready for Adaptability Questions
Given the dynamic nature of the role, prepare to discuss how you've adapted to changing priorities in previous jobs. Share examples that illustrate your flexibility and ability to multi-task, which are crucial for managing both outbound transactions and inbound queries.
