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Out of Hours 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 out of standard office hours.

Due to customer demand, we are seeking to expand our Customer Service team to include in-resort support to our customers outside of standard office hours.

The post holder will ensure the high levels of customer service are maintained. They will handle calls and emails from customers who require our specialist support whilst on holiday. They will communicate with Sales and Suppliers to rectify any problems which may have arisen.

Key Responsibilities: 

  • First point of contact for our customers outside office hours.
  • Answering customer queries by phone and email
  • Resolving problems for customers whilst they are on holiday
  • Advising and calming customers appropriately
  • Handling of customer complaints
  • Liaising with tour operators 
  • Manage customer issues and queries until point of resolution
  • Gain full understanding of the difficulties the customer may be experiencing
  • Negotiating between our customers and operators
  • Completing additions and amendments to bookings 
  • Logging notes of all communication
  • Escalate to appropriate manager if you think the situation is likely to affect more than one passenger or will be on-going 
  • 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 understanding of our products
  • Strong verbal and written communication skills
  • 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
  • Experience in a similar Customer Service role or in the Travel industry is preferable.


Behavioral Role Fit:  

  • Proactive & enthusiastic
  • Supportive
  • Team player
  • Empathetic 
  • Works well under pressure 
  • Self sufficient

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

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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