Iglu.com

Customer Support

• Answer incoming calls and emails, maximizing sales of cruise holiday products and ancillaries
• Manage reservations after booking, making amendments and navigating various reservation systems
• Meet and exceed personal sales targets and KPIs
• Take ownership of customer queries and complaints, finding solutions and de-escalating issues
• Build valuable relationships with customers, ensuring alignment with brand guidelines
• Complete all administrative tasks with high levels of diligence and accuracy
• Proactively share customer feedback and recommendations to management

Customer Care Expert

Accounts Payable

• Matching Supplier Statements in PAYWISE – Cruise/Ski/Ancillaries
• Matching Enett (Virtual Credit Card) Statements in PAYWISE
• Identify issues on our booking system and classify internal actions required
• Responsibility for ensuring all payments made to suppliers are correct and that we’ve checked bookings subject to low deposits
• Sending out remittances once payments are approved
• Raising supplier payments in Bankline
• Ensuring we adhere to all supplier payment terms
• Responsible for all Supplier Queries received via email
• Responsible for all Internal Queries received via email / GChat
• Escalation of queries to other departments in the business
• Approving Quality control of the Internal Actions assigned to bookings in Paywise for accuracy and feedback to the wider team and other departments
• Troubleshoot errors to prevent them happening
• Approval of all matching submitted by the Accounts Payable Assistants
• Completeness of transactions and adherence to deadline
• Reconciliation stage in Paywise
• Matching payments to the Bank rec
• Authorisation of payments

Customer Care Expert

Senior Accounts Payable Assistant