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International Customer Care Exec

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Role Purpose

Iglu.com has recently launched into the International market under Planet Cruise. We are a specialist online 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 International Customer Service team with Italian, French and Spanish speakers.

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. Ensuring all paperwork is in order before departure. General maintenance of bookings post sale. Experience in a similar Customer Care role or in the Travel industry is preferable but not crucial.

Key Responsibilities: 

  • Effectively fulfilling the booking once the sale has been made
  • Liaising with other departments (Sales, Commercial, Marketing, Ticketing, Invoicing) and provide adequate assistance to international customers 
  • Answering customer queries by phone and email
  • Calming and advising customers appropriately
  • Resolving problems of customers on holiday
  • Liaising with tour operators
  • Completing additions and amendments to bookings 
  • Logging notes of all communication
  • Ancillary Sales and seeking up-selling opportunities
  • Identifying and rectifying causes of problems
  • Ensuring delivery of tickets in promised time frame
  • Informing customers of any changes to their itinerary
  • Handling and responding to post travel complaints
  • Organising special assistance when necessary

Skills and Experience: 

  • Fluent in Italian / Spanish / French
  • Strong verbal and written communication skills
  • Ability to communicate effectively both internally and externally at all levels
  • PC literate – knowledge of Word and Excel
  • Professionalism
  • Excellent time management skills
  • Ability to work under pressure
  • Ability to think outside of box
  • Excellent organisational skills and ability to multi-task
  • Enthusiastic, dynamic and positive

Role Key Performance Indicators:

  • Provide details of business metrics that the role will be measured against (do not include actual numbers)
  • Eg.  Department Profit/Cost to Serve/Customer Satisfaction/Net Promoter Score
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Wimbledon

SW19 1NE
SW19 1NE London 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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