Customer Service Advisor

Are you an experienced within the travel Industry? Do you have a problem track record offering top level Customer Service? We have the role for you!

We are working with a reputable Luxury Tour Operator, who are looking for a Customer Service Advisor to join their friendly team in London.

Within this role, you will partner with guests to make every journey and stay unique and legendary. Owning all steps of the post reservation process, from follow up tasks, customer queries through to ensuring all the details are correct and ready for the customer. You will work closely with all relevant departments to ensure that all actions that are required are fulfilled in a timely and accurate manner.

Main duties:

• All tasks and activities related to a customer post booking. Ranging from ensuring payments are taken, questions answered, tickets and relevant documentation delivered.
• Making sure every customer has a personal interaction on any queries that they may have.
• Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel.
• Meet assigned targets ensuring we meet any key deadlines required.
• Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered.
• Treat every interaction in a professional manner and yet done in a conversational, natural and warm manner.
• Using all channels of communication.
• Working proactively with operations to ensure any immediate customer contacts or changes required are carried out within the given time frames.
• Processing customer requests quickly and accurately.
• Adjustments to customer's itinerary and ensuring they are kept informed.
• Working within provided guidelines suggest perks or enhance opportunities for our most loyal guests.
• Upsell- treat every customer interaction as an opportunity to enhance each and every guest stay by suggesting additional add-ons such upgrades, transfers, experiences etc.
• Quality control all bookings prior to issuing travel documents and follow up to obtain any missing information or special requests.

Requirements:

• Experience within the Travel Industry (highly desirable)
• Previous experience within Customer Service / Operations roles
• Track record working towards deadlines
• Fantastic attention to detail
• Proven team player
• Tech savvy

The package:

• A salary of circa £27,000 + monthly incentives
• Hybrid working - Central London
• Benefits - Pension scheme, Private medical, Welfare Initiatives, Enhanced
• Maternity/Paternity Pay.
• Holiday- 25 days base (excluding bank holidays)

Interested?

Please click APPLY or contact