Customer Care Executive
We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu.
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:
- 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 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
- Department
- Cruise Sales
- Locations
- Homeworking, Wimbledon, Portsmouth
- Remote status
- Hybrid Remote
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.
About Iglu.com
Iglu is the UK's largest independent specialist cruise and ski travel agency. We pride ourselves on providing expert advice on the widest range of holidays at competitive prices. Founded in 1998 in London, Iglu has grown from a small startup to one of the country’s leading digital travel agencies. Our mission is to help people achieve their travel dreams.
Iglu.com operates in the UK under the Iglu Cruise and Iglu Ski brands, as well as the Planet Cruise brand internationally. By offering more than 20,000 cruises and over 6 million ski holidays, no matter where you want to go or what you want to do, Iglu makes it easy and stress free with award-winning sales and customer support.
Recent Accolades:
Wave Awards 2024
Best Specialist Cruise Agency
Best Online Agent
Best Workplaces in Travel 2024
2nd Place (Large Company)
TTG 2024
Top 50 Travel Agencies
Travel Weekly Agent Achievement Awards 2024
Cruise Agency of the Year
Customer Care Executive
We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu.
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