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    Executive Specialist - United Kingdom - Iglu

    Iglu
    Iglu United Kingdom

    3 weeks ago

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    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. com, 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.


    Post-Booking Management:
    Manage all customer enquiries and requests following booking completion, ensuring clear and accurate 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.
    Identify and present relevant upselling and cross-selling options to enhance the customer experience while adhering to company guidelines.
    Minimum of one year of experience in a travel industry customer service role.
    Proficiency in Google Suite applications for efficient communication and booking management.
    Excellent time management and organisational skills to prioritise tasks and manage workload effectively.
    Ability to work independently and take ownership of customer service interactions.


    Key Performance Indicators:

    Workload Management:

    We monitor workload per hour to ensure efficient use of your time and the ability to provide timely responses to 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.
    We strive on offering a great culture and working environment for everyone but don't just take our word for it, take a look at our values and some of the benefits below: 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

    Contact Claire Recruitment Advisor–People Team 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.

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

    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.

    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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