Specialist Customer Care Executive - Portsmouth, United Kingdom - Iglu

Iglu

Verified Company

Portsmouth, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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:

Key Responsibilities:

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Post-Booking Management: Manage all customer enquiries and requests following booking completion, ensuring clear and accurate communication.
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Booking Modifications: Process customer requests for changes or additions to existing bookings, working efficiently to implement these adjustments.
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Problem-Solving Expertise: Collaborate with internal teams and external suppliers to effectively resolve any problems that may arise in the Customer Journey.
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Complaint Resolution: Address customer complaints professionally and diligently, working towards solutions that foster satisfaction and loyalty.
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Detailed Documentation: Maintain accurate and comprehensive records of all customer interactions to ensure seamless communication and facilitate future issue prevention.
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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.
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 multitask effectively and manage a high volume of enquiries.

Behavioral Role Fit:

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

Key Performance Indicators:

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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.
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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.
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Workload Management: We monitor workload per hour to ensure efficient use of your time and the ability to provide timely responses to customers.
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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.

Why work for Iglu?
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:

Our Values:

Put People First
Driven by our Customers
Love what we do
Bold and ambitious

Our Benefits:

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
24/7 Online GP / Dental Service
Life Assurance for all
Help shape the culture of Iglu by getting involved in our Charity or Social Committee
Biannual Company Get Togethers
Plus Many More