Careers
Customer Service Agent
Job Title: Customer Service Assistant
Department: CustomerhubUK
Reporting to: Customer Service Team Leader
Summary of Role:
Offering a UK support contact centre to our client and their customers. The role will be focused on offering a central point of contact for our client’s agents to assist them with back office questions and queries, existing reservations/amendments, extranet queries, PTR / ATOL queries and travel restrictions. This is role is ideal for those with a passion for travel, have travel agency experience and have an understanding of basic travel regulations.
Training/Guidance also plays an important role within this team and the types of calls that will be handled. A customer focused consultative approach is key with a key objective on customer satisfaction on the handling of the call /enquiry.
Key Accountabilities / Activities:
• Handle inbound and outbound calls with our clients’ agents.
• Deal with all enquiries we are presented with in a professional manner and within agreed service level agreements (SLA’s), consistently prioritising throughout the day.
• Work with the rest of the customer service team to ensure queries and enquiries are handled efficiently and quickly.
• Support the agents with administrative tasks and any questions around the system they may pose.
• Support agents with system queries and issues aiming for a swift and efficient resolve.
• Ensuring you are up to date with the latest travel restrictions and requirements to support the agents if asked for help
• Ensure you have an up to date basic understanding of Package Travel Regulations to be able to support any agent queries.
• Provide on the call training if required to agents to assist navigation around their systems.
• Follow the customer complaints process, ensuring Team Leaders are advised.
• Ensure that you have your own reviews/appraisals and complete the necessary paperwork
• Attend a minimum of four hotel familiarisation (FAM) trips per annum.
Hours of work – 40 hours, to cover opening hours from Monday to Sunday
Operating hours – Monday to Friday 08:00 to 19:00, Saturday & Sunday 10:00 to 16:00
To apply: please email your CV together with a covering letter, stating the job you would like to apply for in the subject line, to Claire Elnor and Emilia Winiarska – HR Department: hr@hotelshopuk.com
