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- Tasks: Be the go-to person for customer service in luxury travel, handling feedback and ensuring top-notch experiences.
- Company: Join a leading luxury travel company dedicated to exceptional customer relations and unforgettable holidays.
- Benefits: Enjoy a competitive salary, potential remote work options, and perks that enhance your travel experience.
- Why this job: Make a real impact on customers' journeys while working in a vibrant, dynamic environment.
- Qualifications: 5 years of customer service experience in travel, with strong communication and organisational skills required.
- Other info: You'll engage with VIP customers and collaborate closely with marketing to elevate our service.
The predicted salary is between 18720 - 20160 £ per year.
Our client has a Customer Relations Role, in which you will be the key point of contact for the customer in respect to service delivery both pre/post-holiday and whilst on tour. In this role, 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.
The role requires someone with good knowledge of Microsoft IT systems, social media, and database management, supported by strong negotiating skills with excellent organization and attention to detail. You must have at least 5 years’ experience in Customer Service with knowledge of the travel industry, displaying outstanding verbal and written communication skills, along with a good understanding of all legal obligations, including Package Travel regulations and ABTA guidelines. Another large part of the role is health and safety for the guests on holiday. You will review excursions, hotels, and transport.
Responsibilities:
- The key contact for all customer service communications.
- Monitoring and replying to all emails in the dedicated Customer Relations inbox.
- Acknowledge all complimentary letters to build and maintain ongoing customer relationships.
- Investigate all complaints, communicating directly with the office abroad.
- Ensure that any sub-standard service delivered on the ground is rectified for future customers.
- Reply to all complaints, offering the appropriate level of compensation depending on the severity of the matter.
- Become the core point of contact dealing with any issues in resort, maintaining close contact with all local operators.
- Log all Customer Relations activity and produce regular reports detailing certain patterns and areas for improvement.
- Maintain the Customer Relations database, ensuring that all activity is correctly filed and documented.
- Monitor online forums such as TripAdvisor and respond appropriately.
- Have a good understanding of ABTA and the legal obligations.
- Communicate both written and orally to all of our returning customers, ‘Welcoming them Home’.
- Obtain feedback and communicate agreed marketing and sales messages.
- Analyze quantifiable CSQ data and send statistical reports to all departments concerned.
- Maintain a testimonial database to provide client comments/feedback for marketing and brochures.
- Build rapport with VIP passengers, ensuring that all aspects of the business go ‘the extra mile’ for these very special customers.
- Ensure all of the office is up to date with our VIP customers and are aware of the benefits these customers should receive.
- Work closely with the marketing team to gain a great understanding of our customers’ requirements and needs, developed through effective customer insight.
Customer Service Executive – Luxury Travel – £22k – £24k employer: Recruitment Avenue
Contact Detail:
Recruitment Avenue Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive – Luxury Travel – £22k – £24k
✨Tip Number 1
Familiarise yourself with the latest trends in luxury travel and customer service. This knowledge will help you engage in meaningful conversations during interviews and demonstrate your passion for the industry.
✨Tip Number 2
Network with professionals in the travel industry, especially those who work in customer service roles. Attend industry events or join online forums to build connections that could lead to job referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled customer complaints in the past. Highlight your problem-solving skills and ability to empathise with customers, as these are crucial for this role.
✨Tip Number 4
Research the company’s values and customer service philosophy. Tailor your approach to align with their mission, showing that you understand their commitment to exceptional service in the luxury travel sector.
We think you need these skills to ace Customer Service Executive – Luxury Travel – £22k – £24k
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in customer service, particularly within the travel industry. Emphasise your skills in communication, organisation, and any specific knowledge of legal obligations like ABTA guidelines.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for luxury travel and customer service. Mention specific examples of how you've handled customer feedback and complaints in the past, demonstrating your empathetic approach.
Highlight Relevant Skills: In your application, clearly outline your proficiency with Microsoft IT systems, social media, and database management. These skills are crucial for the role, so make them stand out.
Showcase Your Experience: Detail your five years of customer service experience, focusing on roles that required strong negotiation skills and attention to detail. Use quantifiable achievements to illustrate your impact in previous positions.
How to prepare for a job interview at Recruitment Avenue
✨Showcase Your Customer Service Experience
Make sure to highlight your previous customer service roles, especially in the travel industry. Share specific examples of how you've handled both positive and negative feedback, demonstrating your empathy and problem-solving skills.
✨Demonstrate Knowledge of Travel Regulations
Familiarise yourself with Package Travel regulations and ABTA guidelines. Be prepared to discuss how these regulations impact customer service and safety, as this knowledge will show your commitment to compliance and customer care.
✨Highlight Your IT Skills
Since the role requires good knowledge of Microsoft IT systems and database management, be ready to discuss your proficiency with these tools. Mention any relevant software you’ve used and how it has helped you in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-life situations, such as dealing with complaints or managing VIP customers. Think of scenarios from your past experience where you went 'the extra mile' and be ready to share those stories.
