Customer Service Executive – £27k pro rata

Job Title – Customer Service Executive

Sector – Travel

Job Location – London

Salary – £27k pro rata (Six month contract that may go permanent)

Our client is recruiting a Customer Service Executive to handle all customer correspondence/queries regarding the ground arrangements they offer for sale such as hotel, villa, tours and transfers.

In the role you will handle difficult clients proactively and to seek appropriate resolutions with guidelines as permitted by the Head of Legal.

They need you to investigate and respond by telephone, email or by letter on the standard or query relating to the hotel accommodation, attraction tickets, guided and private tours and or transfers.

You will need to liaise with the hotel and ground contracting teams either to establish fact or to obtain comments from the hotel or third party supplier in order to issue responses to clients.

You need to ensure information or supplier responses are received and letters drafted within a reasonable time frame and to manage these enquiries within a 14 or 28 day ABTA deadline.

To liaise with in-house travel managers on how information was provided to client either at time of booking or at any other time.

Also to assist travel managers with advice on how to deal with the client if that is how the situation is progressing.

Requirements:

• Good written and verbal communication essential
• Customer Service experience essential – preferably within travel industry so familiar with ABTA / ATOL guidelines
• Good at working under pressure
• Good working on own as well, managing time scales and within a CS small team
• Computer skills

Shift Pattern:

• Hours – 0900 to 1800 (or 0830 to 1730)
• Days – Mon to Friday