Job Title – Customer Support Executive – call centre
Reporting to – Customer Support Manager
Working Hours – Full Time, Permanent. Role includes shift work on a roster basis. Opening hours are between 8am-7pm
Job Purpose: To provide outstanding customer service by understand the customers’ needs and offering expert holiday support.
Typical activities:
• Deal directly with customers mainly by telephone and email with the occasional face to face interaction
• Deliver excellent customer support throughout and respond promptly to customer enquiries
• Understand customer's needs wants and expectations and be resourceful to resolve queries.
• Handle and resolve customer complaints, ensuring right compensation level is offered in a quick and effective manner
• Produce accurate admin work to complete any action taken, and ensure all notes are left on customer files
• Build relationships with suppliers and internal teams to work together in resolving any customer query.
• Provide detailed travel product knowledge, especially cruise/rail related
• Be proactive in solving customers issues, maintaining high standards of service at all times
• Be highly accurate in calculations ensuring the correct costs are given to the customer
• Encourage repeat customers.
• Support Customer Support team in case sickness/ lateness/work overflow.
• Outbound passengers to advise of itinerary and/or flight schedule changes
• Outbound passengers regarding FHV refunds or to process refunds due
• Customer Support admin back up support when necessary/as delegated.
KPI’s
• Call wait time
• Missed call percentage
• CSQ scores
• Email turnaround times