Customer Experience Agent
loveholidays
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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About the role
- Working towards SLAs (Service Level Agreements) on all worktypes so our customers hear back from us in a timely manner.
- Arranging Special Assistance for our customers before they travel so they have all the support they need
- Dealing with complaints using compensation guidelines, taking into consideration customer resolution and financial impact
- Working with our suppliers to achieve suitable resolutions for our customers
- Providing customer’s data should they request it, being careful along the way as this is sensitive information
- Feeding back issues where the problem is ours, so we can fix it and prevent it from happening again
- Maintain an up-to-date knowledge of the travel industry
Requirements
- Outstanding and demonstrable Customer Service skills
- Previous experience in a fast-paced environment
- Highly organised with great attention to detail
- Proven experience working with complaints
- Highly empathetic, sensitive and focused on delivering high quality customer resolutions
- Excellent communication skills including clear and accurate written skills and a warm and personable telephone manner
- Excellent objection handling skills and outside the box thinking
- Proactively takes ownership of escalations
Benefits
- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
- Enhanced maternity/paternity leave
- Cycle to work scheme, season ticket loan and eye care vouchers
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
Customer ServiceOrganizational skillsAttention to detailEmpathyComplaint resolutionCommunication skillsObjection handlingProblem-solvingOwnershipFast-paced environment experience