Job description
Overview This role is based within the Hays Travel Flights Department and focused around providing a professional and expert service to the group for any scheduled flight query.
Role Summary In this role you will you will be part of a successful and friendly team who customise and provide flight itineraries to our customers. You will use product knowledge and provide excellent customer service to organise air travel arrangements via Galileo GDS. Dealing directly with our own agents we provide a support function to all our sales division who rely heavily on our expertise.
Main Responsibilities
1. Working on Galileo GDS system to create tailor made flight itineraries via calls, e-mails and Live Chat & SmartSheet’s.
2. Offer expertise, advice and knowledge to our customers regarding airlines and routings.
3. Ensure our customers have a ‘one stop’ solution with their enquiries
4. Support our customers with system support and guidance
5. Dealing directly with the airlines if a problem arises to achieve a preferred outcome
6. Ensure the Customer Excellence process and procedures are followed at all times
Qualifications & Experience
7. Previous experience of working in a fast paced environment
8. Previously worked within a customer service role
9. Worked within a Travel Sales environment
10. Previous experience of working on Galileo GDS
Customer Service
11. Deliver exceptional customer service to all people
12. To be able to communicate professionally to people on all levels in the business via live chat, emails and calls
13. To be able to offer expert advice to customers on airlines and routings.
14. Ensure the aspects of the Customer Excellence programme is completed in line with company expectations.
Skills
15. Ability to use Word, Excel, & PowerPoint programmes to an advanced level
16. Highly motivated, confident and committed
17. Problem solving skills with a can do attitude
18. Attention to detail and high levels of accuracy
19. Strong administration skills with excellent time management skills
20. Knowledge of selling systems
Team Work
21. Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
22. Ability to work effectively with people from diverse backgrounds
23. Be flexible around the needs of the business
24. Has worked within teams based at various locations
Communication
25. Excellent verbal and written communication skills
26. Ability to liaise with staff at all levels
27. Effective motivational skills and the ability to remain positive and professional at all times
Values
28. Commitment to contribute to the growth of the business and the development of the team.
29. Ensure that the Hays Travel values are demonstrated at all times and that others follow this standard
General
30. To undertake any other duties that fall into the job criteria
31. To conform with all company policies and procedures including Health & Safety
32. To treat all employees, customers and suppliers with dignity and respect
33. This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved