Customer Service Executive – Luxury Travel – £22k – £24k

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.