Customer Support Executive (Temporary)
  £21,000
  Maidstone, Kent
  temporary,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


As a member of our Customer Support team, you will be dedicated to putting the customer at heart of what we do. Holidays are not just Monday to Friday – therefore we need to ensure we are on hand, 24hrs a day, 7-days a week, offering support and advice to our customers as and when they need it.

This role will require you to connect with our customers before they travel, during their holiday and when they return. You will be the first point of contact for any changes customers want to make to their bookings, offering service enhancements wherever possible, tailoring these to the customer’s needs. A lot of time and effort goes into choosing the perfect holiday so if we have to make changes to a booking, you will be on hand to minimise the impact, putting yourself in the “customer’s shoes”, understanding how disappointing changes can be and taking the opportunity to recover the customer and retain their faith in our business.

Once a customer is on holiday, you will be the voice of our Holiday Helpline, offering advice and assistance, troubleshooting any problems and resolving issues at first contact.

This role will require you to multi-task, have exceptional levels of flexibility and a passion for providing a first-class customer service. Your expertise in travel will allow us to take advantage of your specialisms so we can champion your skills in dedicated areas of the team, including assisting with other departments during natural downtime in the winter months. In return, you’ll work with a fun and lively team who are always prepared to go above and beyond, allowing you to become a multi-skilled expert in providing industry leading customer care. 37.5 hours per week. Expected to be temporary for 6 months.

Key tasks, responsibilities and accountabilities -

Customer Support
The key responsibilities include ensuring a seamless post-booking, to day of return, travel experience for customers by managing and maintaining all travel arrangements. You will help manage customer bookings by adding extras and upgrades, making amendments and assisting with cancellations. You will take ownership of accommodation and flight changes, understanding customers’ needs and ensuring a positive outcome for all parties. You will also work alongside our Marketing team monitoring and responding to social media enquiries and online reviews, including Facebook, Twitter, Feefo, Trust Pilot and Google.

Holiday Helpline
You will be part of the Holiday Helpline rota, having front-line / first contact resolution responsibility for travelling Customers, Travel Agents and Overseas Suppliers. You will deal with all incoming calls and tickets, including emergencies, to ensure optimum customer service is provided to all travelling customers at all times. Your excellent communications skills will ensure we have a clear and concise handover to the overnight team to ensure consistent service levels.

Post-holiday Customer Resolution
When things go wrong, we need to do what we can to make things right and recover the goodwill of the customer. Working to a “telephone first” first contact resolution strategy, our aim is to resolve any issues or concerns raised by customers once they have returned from holiday by contacting customers by telephone to discuss their concerns in the first instance to seek resolution. You will make fair, reasonable and proportionate offers of compensation and gestures of goodwill to restore faith in JVH, whilst at the same time understanding our legal obligations under the Package Travel Regulations and the commercial impact to the business.

Knowledge:
Consumer Law relating to the Travel Industry (Package Travel Regulations)
ABTA Code of Conduct
JVH product and destinations
World Geography
Understanding of the Tour Operating business
Comprehensive understanding of Booking Conditions
Strong on systems including MS Office (Office, Word, Excel)
Experience in Zendesk would be of benefit

Skills:
A true passion for customer service and an in-depth knowledge of all aspects of the customer-facing areas of a travel provider (Operations, Overseas, Call Centre, Customer Service etc.) would be of benefit.
Evidence of strong customer focus and experience in managing customer’s expectations
The ability to remain focused in a high pressured, sometimes challenging, environment.
Must be highly flexible and motivated, showing initiative, and ability to manage a busy workload within tight deadlines.
A clear communicator who has strong working relationships with team members at all levels of the business.

Experience/Education:
Experience in a customer focused role ideally with a Tour Operator / Travel background
Proven ability to negotiate and resolve disputes.
Strong problem-solving capability and decision making skills
Commercially astute
Additional European languages a definite advantage

Competencies:
Aptitude to learn new systems and processes.
Ability to challenge procedures and recommend improvements.
Excellent spoken & written communication skills (confident communicator in both verbal and written forms).

Key relationships
Internal
All JVH colleagues
JVH Directors, Heads & Managers
Commercial, Product, Finance and Customer teams.

External
Key suppliers, travel agents & overseas Villa Management companies
Airlines where we have committed allocations
ABTA
FCDO

Desired personal traits/disposition
You will be a champion of excellent customer service and your enthusiasm and positive attitude will ensure that you consistently meet and exceed Company expectations.
The position would suit someone with Operations / Customer Service experience in a customer focused role.
The ability to build strong relationships with peers and management is essential as you will be working in a high pressured environment and will need to be able to think on your feet.
Teamwork is key and you should ideally possess excellent influencing and negotiating skills.
Competency in another European language a definite advantage.
This is a shift-based role that includes evenings and weekends.


Valuing Diversity and Inclusion

At James Villa Holidays we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.


Advertiser: Direct Employer

Reference:

Posted on: 2021-04-20 14:49:40

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Customer Support Executive (Temporary)
  £21,000
  Maidstone, Kent
  temporary,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


As a member of our Customer Support team, you will be dedicated to putting the customer at heart of what we do. Holidays are not just Monday to Friday – therefore we need to ensure we are on hand, 24hrs a day, 7-days a week, offering support and advice to our customers as and when they need it.

This role will require you to connect with our customers before they travel, during their holiday and when they return. You will be the first point of contact for any changes customers want to make to their bookings, offering service enhancements wherever possible, tailoring these to the customer’s needs. A lot of time and effort goes into choosing the perfect holiday so if we have to make changes to a booking, you will be on hand to minimise the impact, putting yourself in the “customer’s shoes”, understanding how disappointing changes can be and taking the opportunity to recover the customer and retain their faith in our business.

Once a customer is on holiday, you will be the voice of our Holiday Helpline, offering advice and assistance, troubleshooting any problems and resolving issues at first contact.

This role will require you to multi-task, have exceptional levels of flexibility and a passion for providing a first-class customer service. Your expertise in travel will allow us to take advantage of your specialisms so we can champion your skills in dedicated areas of the team, including assisting with other departments during natural downtime in the winter months. In return, you’ll work with a fun and lively team who are always prepared to go above and beyond, allowing you to become a multi-skilled expert in providing industry leading customer care. 37.5 hours per week. Expected to be temporary for 6 months.

Key tasks, responsibilities and accountabilities -

Customer Support
The key responsibilities include ensuring a seamless post-booking, to day of return, travel experience for customers by managing and maintaining all travel arrangements. You will help manage customer bookings by adding extras and upgrades, making amendments and assisting with cancellations. You will take ownership of accommodation and flight changes, understanding customers’ needs and ensuring a positive outcome for all parties. You will also work alongside our Marketing team monitoring and responding to social media enquiries and online reviews, including Facebook, Twitter, Feefo, Trust Pilot and Google.

Holiday Helpline
You will be part of the Holiday Helpline rota, having front-line / first contact resolution responsibility for travelling Customers, Travel Agents and Overseas Suppliers. You will deal with all incoming calls and tickets, including emergencies, to ensure optimum customer service is provided to all travelling customers at all times. Your excellent communications skills will ensure we have a clear and concise handover to the overnight team to ensure consistent service levels.

Post-holiday Customer Resolution
When things go wrong, we need to do what we can to make things right and recover the goodwill of the customer. Working to a “telephone first” first contact resolution strategy, our aim is to resolve any issues or concerns raised by customers once they have returned from holiday by contacting customers by telephone to discuss their concerns in the first instance to seek resolution. You will make fair, reasonable and proportionate offers of compensation and gestures of goodwill to restore faith in JVH, whilst at the same time understanding our legal obligations under the Package Travel Regulations and the commercial impact to the business.

Knowledge:
Consumer Law relating to the Travel Industry (Package Travel Regulations)
ABTA Code of Conduct
JVH product and destinations
World Geography
Understanding of the Tour Operating business
Comprehensive understanding of Booking Conditions
Strong on systems including MS Office (Office, Word, Excel)
Experience in Zendesk would be of benefit

Skills:
A true passion for customer service and an in-depth knowledge of all aspects of the customer-facing areas of a travel provider (Operations, Overseas, Call Centre, Customer Service etc.) would be of benefit.
Evidence of strong customer focus and experience in managing customer’s expectations
The ability to remain focused in a high pressured, sometimes challenging, environment.
Must be highly flexible and motivated, showing initiative, and ability to manage a busy workload within tight deadlines.
A clear communicator who has strong working relationships with team members at all levels of the business.

Experience/Education:
Experience in a customer focused role ideally with a Tour Operator / Travel background
Proven ability to negotiate and resolve disputes.
Strong problem-solving capability and decision making skills
Commercially astute
Additional European languages a definite advantage

Competencies:
Aptitude to learn new systems and processes.
Ability to challenge procedures and recommend improvements.
Excellent spoken & written communication skills (confident communicator in both verbal and written forms).

Key relationships
Internal
All JVH colleagues
JVH Directors, Heads & Managers
Commercial, Product, Finance and Customer teams.

External
Key suppliers, travel agents & overseas Villa Management companies
Airlines where we have committed allocations
ABTA
FCDO

Desired personal traits/disposition
You will be a champion of excellent customer service and your enthusiasm and positive attitude will ensure that you consistently meet and exceed Company expectations.
The position would suit someone with Operations / Customer Service experience in a customer focused role.
The ability to build strong relationships with peers and management is essential as you will be working in a high pressured environment and will need to be able to think on your feet.
Teamwork is key and you should ideally possess excellent influencing and negotiating skills.
Competency in another European language a definite advantage.
This is a shift-based role that includes evenings and weekends.


Valuing Diversity and Inclusion

At James Villa Holidays we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.


Advertiser: Direct Employer

Reference:

Posted on: 2021-04-20 14:49:40

I want to receive the latest job alerts for:

General & Other and Administration and Customer Service jobs in Maidstone, Kent

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

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  Premier Work Support

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  Dartford, Kent

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