Global Customer Support Administrator - Royal Wootton Bassett, United Kingdom - Imagine Cruising

Imagine Cruising

Verified Company

Royal Wootton Bassett, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title - Global Customer Support Administrator

Position - Full Time - Permanent

Salary - £21,000 per annum

Based - Royal Wootton Bassett, Wiltshire

Reporting to - Business Administration Manager

About Imagine Cruising

Established in the UK in 2011, founded by experienced travel entrepreneur and CEO Robin Deller along with co-founder Natalie Maye.

Imagine Cruising are experts in creating luxury Cruise and Stay Holidays, selling over 60,000 holidays a year with a turnover in excess of £200m.

Located in the UK, our Head Office is home to a team of over 200 who specialise in creating competitively priced, unique cruise packages targeted at both traditional cruisers and the "new to cruise" market.

In addition to our cruise holidays, we also create a selection of luxury land-based holidays that are unique to every individual that take them on a journey into the heart of a region.

Expansion over the years have enabled us to open offices in South Africa, New Zealand and Australia (Brisbane & Perth) with a total of over 300 employees globally.

Imagine Cruising believes in developing the knowledge, capability, and skills of all staff throughout the company.

That may mean from time to time we will ask staff to be flexible in working and supporting different areas of the business either within your own team or through working with colleagues on projects and activities around the business.

This will help develop both individuals and the company as a whole in our fast moving and developing business.

Job Purpose

Typical activities

UK/AUS/NZ QA
QA each booking made by sales daily.
Ensure all costs match the package spreadsheet, the sales clerk booking form, and add in the necessary insurance costs.
Ensure the holiday and the file flows, full notes are in the booking, and correct documentation sent to the customer in a timely manner.
For UK, to ensure all bookings comply with ABTA requirements of 2 contact numbers per booking.
Highlight any issues to the product team to ensure a smooth customer journey.
Cruise Admin Inbox

- to manage the inbox and respond to all queries on a daily basis.

Queries

- to manage all queries to ensure that we get them resolved and the booking completed in a timely manner. If for any reason something can't be resolved due to an issue outside of the teams hands, this should be escalated as early as possible so that we can find the resolution.

Ticketing

- to run regular ticketing lists to see what bookings are due to depart and therefore need ticket documentation.

To check all elements have a ticket, and check the information on the ticket is correct (a final QA that all elements are booked as they should be for the customer).
Send all docs within the KPI timeframe set.
Understand and maintain the P & L of admin to ensure losses are kept to a minimum within the business. Look at ways to reduce the losses.

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Skill set required:_

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Essential_

Excellent attention to detail
Strong knowledge of IC products and customer journey
Must be resilient and flexible in approach to work
Highly organized with ability to manage workload and adapt to changing priorities
Happy and open to receiving feedback
Excellent communicator and team player
Highly motivated, driven and enthusiastic

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Desirable_

Experience of working within the travel industry

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This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position._

Job Types:
Full-time, Permanent

Salary:
£21,000.00 per year

Benefits: