Specialist Customer Care Executive Customer Care · · Hybrid Remote - United Kingdom - Iglu

Description

Customer Care · Multiple locations · Hybrid Remote

Specialist Customer Care Executive We are seeking a highly motivated and customer-centric Service Agent to join our expanding Cruise and Stay Team as our Specialist Customer Care Executive.

We are seeking a highly motivated and customer-centric Service Agent to join our expanding Cruise and Stay Team as our Specialist Customer Care Executive.

You'll play a pivotal role in ensuring our customers' post-booking experience exceeds expectations. You'll leverage your cruise and destination expertise to provide exceptional service, resolve queries, and ensure a smooth and enjoyable journey from booking confirmation to return for our customers.

About Iglu:

, is a successful and award winning online travel agency specialising in Ski and Cruise holidays. Through our award winning brands Iglu Cruise, Planet Cruise and Iglu Ski, we provide expert service and exceptional ski and cruise holidays to locations around the world.

Key Responsibilities:

• Post-Booking Management: Manage all customer enquiries and requests following booking completion, ensuring clear and accurate communication.
• Booking Modifications: Process customer requests for changes or additions to existing bookings, working efficiently to implement these adjustments.
• Problem-Solving Expertise: Collaborate with internal teams and external suppliers to effectively resolve any problems that may arise in the Customer Journey..
• Exceptional Communication: Utilize strong verbal and written communication skills to provide clear, empathetic, and informative responses to customer enquiries via phone and email.
• Complaint Resolution: Address customer complaints professionally and diligently, working towards solutions that foster satisfaction and loyalty.
• Detailed Documentation: Maintain accurate and comprehensive records of all customer interactions to ensure seamless communication and facilitate future issue prevention.
• Upselling and Cross-Selling Opportunities: Identify and present relevant upselling and cross-selling options to enhance the customer experience while adhering to company guidelines.

Skills and Experience:

• Minimum of one year of experience in a travel industry customer service role.
• Strong understanding of cruise and destination products offered by
• Proficiency in Google Suite applications for efficient communication and booking management.
• Working knowledge of ABTA/ATOL regulations is a plus.
• Excellent time management and organisational skills to prioritise tasks and manage workload effectively.
• Ability to work independently and take ownership of customer service interactions.
• Strong teamwork ethic with a commitment to collaborating effectively with colleagues.
• Exceptional communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
• Ability to multi-task effectively and manage a high volume of enquiries.

Behavioral Role Fit:

• Professional Demeanor: You maintain a courteous and professional manner in all interactions with customers, colleagues, and suppliers.
• Proactive Approach: You demonstrate initiative and a willingness to go the extra mile to anticipate customer needs and find solutions.
• Supportive Spirit: You are a team player who readily assists colleagues and fosters a positive and collaborative work environment.
• Teamwork Champion: You value collaboration and work effectively with internal and external partners to achieve common goals.

Key Performance Indicators:

• Average Handle Time (AHT): This metric tracks the average time it takes to resolve a customer enquiry. We strive for efficient resolution while providing thorough and personalised service.
• First Contact Resolution (FCR): This KPI measures the percentage of enquiries resolved during the initial interaction with the customer. A high FCR rate indicates efficient problem-solving and minimises customer frustration.
• Workload Management: We monitor workload per hour to ensure efficient use of your time and the ability to provide timely responses to customers.
• Customer Satisfaction: Your success is measured by the satisfaction of our customers. We regularly gather feedback through surveys and monitor satisfaction scores to ensure we are meeting and exceeding expectations.
• Quality Monitoring (QM) Scores: Our team leads regularly evaluate calls and emails to assess the quality of your interactions with customers. QM scores provide valuable feedback to help you continuously improve your communication skills and service delivery.

Why work for Iglu?

Our Values:

• Put People First
• Driven by our Customers
• Love what we do
• Bold and ambitious
• Hybrid and Remote working options
• Personal Development Program
• Discounted travel offers for family and friends
• Gym discounts at all major chains across the UK
• Mental Health and Wellbeing Support
• Electric Vehicle Scheme
• Life Assurance for all
• Help shape the culture of Iglu by getting involved in our Charity or Social Committee

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

About

Established in 1998, we are the UK and Europe's largest specialist ski and cruise travel agency, trading through , and

Awards: In 2024 we won the Above & Beyond award at Celebrity Cruises Agent Appreciation Awards.In 2023 we won 3rd Best Workplace (Large Company Category ) at the Best Workplaces in Travel Awards, in 2023 we also won Online/Call Centre Agency of the Year at the Travel Weekly Agent Achievement Awards, in 2023 we also won Best Ex-UK Producer in the MSC Champion Awards, in 2023 we also won Bronze in the Best Travel Company for Ski/Winter Sports at the British Travel Awards, in 2023 we also won Favorite Cruise Travel Agent - Highly Commended in the Wave Awards, in 2021 we won Best Large Cruise Agency at the Travel Weekly Agent Achievement Awards, in 2020we won Top Partner for Cunard and Holland America, in 2020 we also won Best Online Travel Agency at the TTG Top 50 Awards,in 2019we won CLIA Online Cruise Agent of the Year , Carnival UK Retail Partner of the Year , Princess Cruises Retailer of the Year, took Best Non-Retail Agent at the Wave Awards and also won Best Online Sales (UK) from Costa Cruises. During 2018we wonthe Top Cruise, Ocean and River Agency at the TTG Top 50 Travel Agencies 2018 and also won Best Newcomer for the Eurozone 2018 with Royal Caribbean. Back in 2017 we were also recognised in The Leap 100 Fastest Growing Companies

Customer Care · Multiple locations · Hybrid Remote

Specialist Customer Care Executive We are seeking a highly motivated and customer-centric Service Agent to join our expanding Cruise and Stay Team as our Specialist Customer Care Executive.

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