Customer Support Executive

• Call Centre Home Customer Support Executive
• Call Centre Customer Support Executive
• Call Centre Job Title
• Customer Support Executive
• call centre Reporting to
• Customer Support Manager Working Hours
• Full Time, Permanent.

Role includes shift work on a roster basis. Opening hours are between 8am-7pm

Job Purpose:

To provide outstanding customer service by understand the customers' needs and offering expert holiday support.

Typical activities:

• Deal directly with customers mainly by telephone and email with the occasional face to face interaction
• Deliver excellent customer support throughout and respond promptly to customer enquiries
• Understand customer's needs wants and expectations and be resourceful to resolve queries.
• Handle and resolve customer complaints, ensuring right compensation level is offered in a quick and effective manner
• Produce accurate admin work to complete any action taken, and ensure all notes are left on customer files
• Build relationships with suppliers and internal teams to work together in resolving any customer query.
• Provide detailed travel product knowledge, especially cruise/rail related
• Be proactive in solving customers issues, maintaining high standards of service at all times
• Be highly accurate in calculations ensuring the correct costs are given to the customer
• Encourage repeat customers.
• Support Customer Support team in case sickness/ lateness/work overflow.
• Outbound passengers to advise of itinerary and/or flight schedule changes
• Outbound passengers regarding FHV refunds or to process refunds due
• Customer Support admin back up support when necessary/as delegated. KPI's
• Call wait time
• Missed call percentage
• CSQ scores
• Email turnaround times

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