Customer Care Executive

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Role Purpose

Iglu.com is a specialist online ski & cruise travel agency and we are looking for people who are passionate about delivering the highest standards of service to our customers. 

We are currently seeking to expand our Customer Service team, as our customers begin to return to sailing.

The post holder will ensure that our high levels of customer service are maintained. They will handle calls and emails from customers once their booking is completed and will deal with any additions and alterations to bookings. They will communicate with sales staff and suppliers to rectify any problems which may have arisen. Experience in a similar Customer Service role or in the Travel industry is preferable.

Key Responsibilities: 

  • Effectively fulfilling the booking once the sale has been made
  • Answering customer queries by phone and email
  • Resolving problems of customers on holiday
  • Calming and advising customers appropriately
  • Handling of customer complaints 
  • Liaising with tour operators 
  • Booking cancellations and transferring
  • Supporting customers via an online webchat system
  • Negotiating between our customers and operators
  • Completing additions and amendments to bookings 
  • Logging notes of all communication
  • Ancillary Sales and seeking up-selling opportunities
  • Cross-selling clients to alternative holidays
  • Identifying and rectifying causes of problems
  • To undertake any other duties or projects as required by you line manager, appropriate to your role.


    Skills and Experience: 

    • Strong verbal and written communication skills
    • Strong understanding of our products
    • PC Literate – knowledge of Word, Excel and Outlook
    • Basic knowledge of ABTA/ATOL regulations
    • Excellent time management skills
    • Ability to work under pressure and independently
    • Organisational skills are essential to this role
    • Ability to communicate effectively both internally and externally at all levels
    • Able to multitask with taking calls and responding to emails

    Behavioral Role Fit:  

    • Professional nature
    • Proactive & enthusiastic
    • Supportive
    • Team player

    KPI’S:

    • PCA %
    • Average workload 40 plus per day (calls and emails)
    • Email response time

     

    Additional information

    • Remote status

      Flexible remote

    Or, know someone who would be a perfect fit? Let them know!

    England
    CV23 8BQ Homeworking Directions View page

    Wimbledon

    SW19 1NE
    SW19 1NE London Directions View page

    Portsmouth

    PO6 3TD
    PO6 3TD Portsmouth Directions View page

    Why join Iglu.com?


    We might be online, but we're real people who want to make a real impact and work together to create the best experiences for our customers. We've grown a lot and have now created a diverse, flexible, rewarding environment that strives to let everyone be the best version of themselves. 

    Our social calendar and regular educational trips mean that it is not all hard work. The social committee also allow us to give back to some great causes and initiatives. Plenty of reasons to enjoy life at Iglu.com.

     

     

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