Overview of the Role
Responsible for providing travel information, booking and confirming reservations, servicing existing reservations, understanding and knowledge of company website and providing support to our quoting and admin teams.
Help customers with complaints and questions, give customers information about products and services, take orders, support customers with problems when traveling, which will include out of normal hours support and process complaints. By helping customers understand the product and answering questions about their reservations.
Specific Responsibilities May Include
* Provide extraordinary customer service to our Travelers
* Own the planning, research, and execution of customised travel experiences
* Build professional relationships and rapport with our customers in order to deliver personalised customer experiences
* Receive and send emails and phone calls to service providers (rail, airlines, hotels, transfer and taxi companies)
* Follow-up communications with customers (email, outbound call) to complete reservations, notify of schedule changes, etc.
* Resolve issues that may arise for customers with a sense of urgency with proper supervision, no fire and forget approach
* Commitment to high-quality customer service by ensuring response to calls and emails are resolved in a timely and professional manner
* Deliver the brand promise every day
Required Experience, Skills & Competencies
* Minimum 1-2 years of strong customer service experience; having interacted with customers to provide resolutions and fulfil customer requests
* A true passion for travel; personal travel experience is a plus
* Knowledge of international and domestic geographical locations, proper spelling of locations, points of interest, etc.
* Strong computer and internet navigation skills
* Strong service mentality with a willingness to go above and beyond for every customer
* Ability to service a Premium customer by exuding confidence and knowledge during all customer interactions
* Strong resilience and tenacity to overcome negative interactions and effectively problem solve
* Solutions driven with effective consultative and critical thinking skills, having the ability to listen to and anticipate customers’ needs, in turn offering confident recommendations
* Possess a can-do attitude, curiosity and a healthy competitiveness
* Adaptable to change with the ability to think on their feet to accomplish goals
* Self-reliant and able to thrive under pressure to handle critical situations
* Able to think outside the box to come up with innovative solutions
* Reliability and integrity driven; possessing enthusiasm and commitment in their work
* An effective team player who can also work independently
* Excellent grammar, enunciation, pronunciation, syntax verbal and written skills
* Demonstrate robust multi-tasking skills (e.g. able to log calls and interact with the customer simultaneously)
* Resourceful in finding answers using available tools, best practices, and creative thinking
* High professional standards and the ability to work with diverse personalities
* Flexibility to work a 40-hr work week during any day/any shift as needed within the program’s hours of operation, including out of hours customer support
* GCSE qualifications or equivalent
Preferred Experience, Skills & Competencies:
* Previous call centre experience
* Previous hospitality experience
* Experience booking travel using professional booking tools
Planet Rail Values:
Planet Rail recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviours that are reflective of our values:
* We passionately put our customers and communities first
* We embrace changes and innovate courageously
* We grow together through spirited teamwork
About Planet Rail:
Planet Rail is based in North Yorkshire and specializes in tailor-made holidays by rail to Europe and beyond. The company was established in 2008 and has a strong focus on green travel. This is an ideal opportunity for a bright, confident and ambitious individual to join an expanding company at a key stage in its development.
Planet Rail is a former winner of the Best Train Holiday Company (small) at the British Travel Awards.
Job Type: Full-time
Pay: £23,000.00-£25,000.00 per year
Additional pay:
* Bonus scheme
* Performance bonus
Benefits:
* Casual dress
* Company events
* Company pension
* Employee discount
* Free parking
* On-site parking
Work Location: In person
Application deadline: 08/11/2024
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