Leading Tour Operator selling a variety of holidays are seeking an experienced Customer Service / Customer Care Executive to join their team in Cheltenham, to aid their continued success through monitoring feedback and handling complaints effectively. For this position you must have experience in handling, processing and resolving complaints, in return you will receive a competitive basic salary, 25 days holiday, plus your birthday off and bank holidays and travel discounts, and good career opportunities within the business!
JOB DESCRIPTION:
Work as part of the Customer Contact team, to deal with a range of customer enquiries, requests, and complaints while customers are on holiday, as well as by phone, email, and letter pre and post-holiday.:
* To respond to a wide variety of pre and post tour email enquiries within agreed service levels and response times.
* To make outbound calls to customers in response to changes made by the Transport Team to the pickup location on a customer's booking.
* To take shared responsibility across the team of the management and action of Room Requests, keeping within agreed SLAs
* To make outbound calls to customers who have requested a call back through the email channels, ensuring that any sales leads are passed to the Reservations sales team within 24 hours of receipt to maximise sales potential.
* To ensure that all formal complaints are logged on to the Customer Complaint software and acknowledged within 48 hours of receipt...