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Customer Service 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. 

Due to our phenomenal growth, we are seeking to expand our Customer Service team.

The post holder will ensure the 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
• Checking all details on invoices and sending out client documentation
• 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 commensurate with the nature and grade of this post as required

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

Behavioural Role Fit:  

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

KPI’S:

• PCA %
• Average workload 40 plus per day (calls and emails)
• Email response time under 24 hours

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SW19 1NE
SW19 1NE London Directions

Portsmouth

PO6 3TD
PO6 3TD Portsmouth Directions

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 charity 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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