Job Description

This role will be responsible for providing support in Customer Operations and fulfilment on all trading channels. Additionally, the job holder will be expected to provide operational & service support to customers prior to departure, during their holidays, and after their return home. We are looking for people with drive, enthusiasm, and a natural flair for delivering a high level of customer service at every stage of the customer's journey. You will also be passionate about sales and service, be innovative, flexible, reliable, and have the ability to work independently but also as part of the team.

Job Outline

Proactively contact customers with involuntary Hotels changes to their holiday which include, relocations, errata's, stop sales & overbookings. And work with suppliers and internal departments to resolve any related customer issues to minimize inconvenience to customers. Communication with customers will be on email and telephone.

Liaise with suppliers and internal stakeholders to expeditiously resolve customer issues to avoid any complaints.

Have an ability to interact and effectively communicate with a host of third-party suppliers to complete a sale or service requirement for our customers.

Have the agility and business sense to deal with sudden disruptions such as Force Majeure or other type of crisis situations including but not limited to cancellation situations pre or post departure.

Be able to multi-task in a fast-paced customer operations and fulfilment environment.

Manage failed accommodation queues, working with our internal Fulfilment team to find resolutions.

Furnish the line with fortnightly reports of all customer operations and fulfilment activities and make recommendations where necessary.

Manage customer operations folder on the TEAMS board with departmental updates and queries from the call centres teams.

Ensure regular update sessions with the Product and Sales & Service team Managers.

Qualifications/Experience:

Travel related diploma or Travel industry experience is essential.

Experience within a tour operator Sales and/or Service, Product environment is preferred.

Working knowledge & understanding of ABTA and its rules desirable

Excellent verbal and written communication skills

Ability to build rapport with a diverse range of customers.

Problem-solving skills and ability to use initiative to resolve issues.

Ability to work under pressure to deadlines and handle multiple ongoing tasks.

Knowledge and experience of working with hotel bed-banks & loading systems

Proficient in MS office applications. Knowledge of GDS/CRS within the travel industry

A high level of Commercial acumen and the ability to work with innovation

Strong organizational skills with good attention to detail

Must be a team player with the ability to work with a multitude of overseas suppliers, internal departments and staff members of all levels.

Job Types: Full-time, Permanent

Pay: 34,000.00-37,000.00 per year

Benefits:

Company pension Employee discount Free flu jabs Health & wellbeing programme Life insurance On-site gym Private medical insurance
Experience:

Tour Operator: 2 years (required)
Work Location: In person