Job Purpose
Interact with customers to provide and process information in response to enquiries, concerns and requests about bookings already made by the Sales Team.
As a Customer Support Executive, you would be working in the call centre. You would be required to work a shift system which would include some evening work, weekends and Bank Holidays.
Accountabilities
Execute
• Deal directly with customers either by telephone or electronically
• Respond promptly to customers' enquiries
• Handle and resolve customer complaints and issues
• Obtain and evaluate all relevant information to handle enquiries and complaints
• Perform customer verifications and adhere to PCI compliance and Data Protection policies
• Raise CSRs (Customer Service Requests) outlining customers' issues which need to be resolved
• Direct requests and unresolved issues to the designated resource
• Manage customers' accounts and provide information to the lead name or lead passenger
• Record details of enquiries, comments and complaints by adding full notes to bookings
• Record details of actions taken and manage administration
• Communicate and coordinate with internal departments and follow up on customer interactions
Qualifications / skills / experience / knowledge
• Education to GCSE standard is a minimum requirement with minimum grade ‘C’ in both Maths and English
• Knowledge of customer service principles and practices
• Computer literate and ability to type with some dictation skills a preference
• Knowledge of administrative procedures obtained through working in an office environment
• Numeric, oral and written language applications
Critical Competencies
• Interpersonal skills
• Communication skills – verbal, written and listening
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Data collection and ordering
• Customer Service orientation
• Adaptability and ability to use initiative
• Stress tolerance
Please note these are zero hours contract positions however permanent positions may become available in time.