We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu. Working within the Customer Care department you will ensure that our high levels of customer service are maintained.

As our Customer Care Executive you will handle calls and emails from customers once their booking is completed and will deal with any additions and alterations to bookings.

You 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:

• Previous Experience within a similar role in the Cruise Industry
• 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

Why Join Iglu?

Iglu.com is the UK’s largest specialist ski and cruise travel agency, we pride ourselves on our first-hand knowledge of the unique packages and holiday experiences we offer.

• Hybrid and Remote working options 💻
• Discounted travel offers for family and friends ✈
• Gym discounts at all major chains across the UK 💪
• Mental Health and Wellbeing Support 🌻
• Electric Vehicle Scheme 🚗
• 24/7 Online GP and Dental Service 👨‍⚕️
• Life Assurance for all 🛡
• Help shape the culture of Iglu by getting involved in our Charity or Social Committee 💡
• Bi-annual Company Get Togethers 🎉