Job Description

About you:

Job Title:?Customer Service Executive
Contract Type: Fixed Term Employment Contract.?40hour/week.
Responsible to?Head of Operations
Location:?Manchester, England
Probationary period:?1 Month

Full-time hours: 40 per week

Schedule:

8 hour -10 shifts over 4 or 5 days a week (open to discussion) Occasional weekends
Salary

24,500 a year

Ski-Lifts are looking for dedicated and motivated Customer Service Executives to join our team for the upcoming ski season with a strong focus on complaint resolution to help maintain high service standards and help guide our team and our suppliers to improve for future services. The role would run from mid November to the end of March, with the possibility of becoming permanent beyond this for the right person.

Based in our head office in the centre of Manchester.

About you;

You are a highly motivated team player with outstanding attention to detail, strong work ethic, and communicative. As a Customer Service Executive, you will be dealing with varying responsibilities relating to all aspects of airport transfers from responding to quotes and enquiries, to booking management to after sales complaints. You will be dealing directly with clients and customers to assist them with bookings, answer their queries, and find solutions to their issues.

You have excellent communication (written & verbal), critical thinking and problem-solving skills. You have an intrinsically conscientious and collaborative attitude to work, with a 'can-do' attitude and determination to complete the task at hand. For the success of our customer service and complaints resolution team we need people who are focused on following an issue to the end, recognising patterns and making recommendations for improvements.

Existing knowledge and experience of the travel/transfer industries is a bonus but not necessary as you will be provided with training, resources and support to be able to uphold the company standards.

Your focus will be;

Answering client correspondences through email, and by phone. Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution. Follow communication procedures, guidelines and policies. Writing reports based on customer feedback on services. Managing shared email inboxes for all brands; ensuring all emails are responded to in line with company SLAs, channel communications to the right department or teammate, resolving all issues and answering any questions Dealing with emails and phone calls within a timely and efficient manner Working from our bespoke booking system to; generate quotes; create bookings; take payments; update bookings Covering on-call shifts (which will be out of normal office hours) Leaving handovers for teammates for ongoing tasks Taking ownership of issues but working as a team member where applicable Maintaining open communication with all teammates; we share tasks and collaborate as a team to ensure we are delivering the best, most efficient service possible Delivering excellent customer service at all times
Personal Specifications;

Fluent English to native level (both written and spoken) French or Spanish language skills (not essential but an advantage) 2 years proven customer support experience or experience as a Client Service Representative -either customer facing or by phone/email within a similar environment (call centre, booking agent, sales. etc) Strong phone contact handling skills and active listening Computer literate with experience on excel and emails Customer orientation and ability to adapt/respond to different types of characters Ability to multi-task, prioritize, and manage time effectively Experience and knowledge of the travel industry, particularly of ski resorts (sales experience an advantage) Flexible towards shift patterns and working weekends Right to work in the UK A-Level or equivalent (preferred)
Job Type: Fixed term contract

Pay: 24,500.00 per year

Benefits:

Company pension Employee discount
Education:

GCSE or equivalent (required)
Experience:

customer service: 2 years (preferred)
Work Location: In person