Customer Operations Executive

Salary: £25,000

Location: London

Taking direction from the Head of Service Delivery the Customer Operations Executive position will assist in the day to day operational management of all post sales activities and improve customer experience and value of sale
Monitor Service levels in order to ensure a consistency in the level of delivery throughout the company and ensure that clients and colleagues expectations are exceeded.

Job Purpose:

MAIN RESPONSIBILITIES
- Handling all necessary admin processes related to bookings from both call centre and online channels
- Handling switch selling where the customers online selection is unavailable
- Administering all amendments to bookings including elective changes by customers and schedule changes
- Undertake as required upselling activities offering lounges, transfers and additional products for online and call centre bookings
- Dealing with cost adjustments
- Allocation of bookings to Sales staff
- Follow up on pending hotel confirmations
- Follow up outstanding balances
- Ensuring that all ticketing and payment deadlines are met
- Reporting on and follow up on failed QC bookings
- Handling all bookings for leavers
- Logging all customer service queries
- Ensure that telephone calls to the department are answered promptly and courteously and that wherever
- possible issues are resolved for customers on first contact
- Where a first call resolution is not possible customers are to be provided with a daily update
- Review all forward departures to ensure that travel documentation has been dispatched
- To ensure that all client correspondence is answered in line with both company internal policies and procedures and ABTA's Code of Conduct
- Ensure that the pending complaints are followed up on and that consumers are kept fully informed as to the progress of their complaints
- Ability to demonstrate an awareness of the ABTA Code of Conduct, company policies and procedures

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED
- Excellent communication skills - written and verbal
- 1-2 years minimum travel industry experience
- GDS experience - Galileo
- Formal drafting of correspondence/reports/arbitration submissions
- First-hand experience of at least 2 of the key destinations

Job Responsibilities:

For this role you MUST have:

Desirable:

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