We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu. Working within the Customer Care department you will ensure that our high levels of customer service are maintained.As our Customer Care Executive you will handle calls and emails from customers once their booking is completed and will deal with any additions and alterations to bookings.You will communicate with sales staff and suppliers to rectify any problems which may have arisen. Experience in a similar Customer Service role or in the Travel industry is preferable.Key Responsibilities:Effectively fulfilling the booking once the sale has been madeAnswering customer queries by phone and emailResolving problems of customers on holidayCalming and advising customers appropriatelyHandling of customer complaintsLiaising with tour operatorsBooking cancellations and transferringSupporting customers via an online webchat systemNegotiating between our customers and operatorsCompleting additions and amendments to bookingsLogging notes of all communicationAncillary Sales and seeking up-selling opportunitiesCross-selling clients to alternative holidaysIdentifying and rectifying causes of problemsTo undertake any other duties or projects as required by your line manager, appropriate to your role.Skills and Experience:Strong verbal and written communication skillsStrong understanding of our productsPC Literate knowledge of Word, Excel and OutlookBasic knowledge of ABTA / ATOL regulationsExcellent time management skillsAbility to work under pressure and independentlyOrganisational skills are essential to this roleAbility to communicate effectively both internally and externally at all levelsAble to multitask with taking calls and responding to emailsBehavioral Role Fit:Professional natureProactive & enthusiasticSupportiveTeam playerKPI's:PCA %Average workload 40 plus per day (calls and emails)Email response timeWhy Join Iglu?Iglu.com is the UK's largest specialist ski and cruise travel agency, we pride ourselves on our first-hand knowledge of the unique packages and holiday experiences we offer.Hybrid and Remote working optionsDiscounted travel offers for family and friendsGym discounts at all major chains across the UKMental Health and Wellbeing SupportElectric Vehicle Scheme24 / 7 Online GP ServiceLife Assurance for allHelp shape the culture of Iglu by getting involved in our Charity or Social CommitteeBi-annual Company Get Togethers
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