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hace 1 mes
Customer Care Executive Role
We are seeking a highly skilled Customer Care Executive to join our team at Iglu.com, the UK's largest specialist ski and cruise travel agency. As a Customer Care Executive, you will play a vital role in ensuring our high levels of customer service are maintained.
Key Responsibilities:
- Effectively fulfill bookings once sales have been made
- Answer customer queries by phone and email
- Resolve problems of customers on holiday
- Communicate with sales staff and suppliers to rectify any issues
- Handle customer complaints and provide suitable resolutions
- Liaise with tour operators to ensure seamless customer experiences
- Manage booking cancellations and transfers
- Support customers via our online webchat system
- Negotiate between customers and operators to find mutually beneficial solutions
- Complete additions and amendments to bookings
- Log notes of all communication
- Ancillary sales and up-selling opportunities
- Cross-selling clients to alternative holidays
- Identify and rectify causes of problems
Requirements:
- Strong verbal and written communication skills
- Strong understanding of our products and services
- PC literate with 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 for this role
- Ability to communicate effectively both internally and externally at all levels
- Able to multitask with taking calls and responding to emails
Why Iglu?
Iglu.com offers a range of benefits to our employees, including hybrid and remote working options, discounted travel offers for family and friends, gym discounts, mental health and wellbeing support, an electric vehicle scheme, and a 24/7 online GP service.