Job Description

Job Summary

The Global Customer Support Administrator is responsible for ensuring the customer journey is perfect along with protecting the liabilities of the business. The successful candidate will be highly driven and keen to prove themselves in an entrepreneurial business.

Duties

UK/AUS/NZ QA

QA each booking made by sales daily. Ensure all costs match the package spreadsheet, the sales clerk booking form, and add in the necessary insurance costs. Ensure the holiday and the file flows, full notes are in the booking, and correct documentation sent to the customer in a timely manner. For UK, to ensure all bookings comply with ABTA requirements of 2 contact numbers per booking. Highlight any issues to the product team to ensure a smooth customer journey.

Cruise Admin Inbox

To manage the inbox and respond to all queries on a daily basis. Make sure we have relevant emails from sales with the trail of a cruise or flight booking if required. Ensure all accounts emails are dealt with in an accurate way ensuring full understanding of costs including net and gross and commission.

Queries

To manage all queries to ensure that we get them resolved and the booking completed in a timely manner. If for any reason something can't be resolved due to an issue outside of the teams' hands, this should be escalated as early as possible so that we can find the resolution.

Ticketing

To run regular ticketing lists to see what bookings are due to depart and therefore need ticket documentation. To check all elements, have a ticket and check the information on the ticket is correct (a final QA that all elements are booked as they should be for the customer). Send all docs within the KPI timeframe set. Understand and maintain the P & L of admin to ensure losses are kept to a minimum within the business. Look at ways to reduce the losses.

Experience

Essential

Excellent attention to detail Strong knowledge of IC products and customer journey Must be resilient and flexible in approach to work Highly organised with ability to manage workload and adapt to changing priorities Happy and open to receiving feedback Excellent communicator and team player Highly motivated, driven and enthusiastic

Desirable

Experience of working within the travel industry
Job Types: Full-time, Permanent

Pay: 25,585.00 per year

Experience:

Travel Industry: 1 year (preferred)
Work Location: In person