customer service executive
Responsibility
- the ability to handle a high-volume of incoming calls from customers and agents regarding documentation and booking queries
- ensure telephone enquiries are dealt with in a helpful and precise manner ascertaining requirements
- prioritise and action e-mails effectively and action daily booking queues
Show more +8 - ensuring the customers receive outstanding service so that they can confidently leave positive reviews online about our business
- investigate booking anomalies and irregularities
- chase relevant suppliers for documentation/confirmation
- effectively manage and resolve escalated issues
- fulfil any critical/crisis support as directed by Manager
- actioning significant and insignificant changes to flight schedules and working with our airline partners to find and confirm the best suitable alternatives for our customers at the best price to maximise profitability
- discussing the different options with the customers to ensure they are happy to continue with their holiday arrangements and administering all changes on the booking system
- responsible for the end-to-end process for scheduled changes from the initial notification to finalising the updated travel arrangements in a priority order
Requirements
- able to create solutions & identify areas for improvement in procedure
- excellent team player with the ability to work independently
- A flexible and adaptable approach to work
Show more +11 - great attention to detail and accuracy
- ability to organise, prioritise and manage own workload efficiently to tight deadlines
- GDS experience with Galileo
- customer service experience in a fast-paced office environment
- excellent telephone manner
- excellent numeracy and literacy skills
- manage a diverse range of duties at one time
- experience in dealing with conflict resolution
- travel industry customer service: 2 years
- customer resolution: 3 years
- travel experience
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