Job Description
Duties and Responsibilities
Your main responsibilities in this role include the following:
Manage involuntary flight changes, schedule changes while working with an internal team to find resolutions.
Contact customers with involuntary ground changes to their holiday which include, relocations, errata’s & stop sale.
Work with suppliers and internal stakeholders to resolve customer service issues.
Keep customers up to date with any significant changes to their holiday package.
Provide award-winning Customer service over the phone and email.
Have an ability to interact and effectively communicate with a host of third party suppliers in order to complete a sale or service requirement for our customers.
Have the agility and business sense to deal with sudden disruptions such as Force Majeure or other type of crisis situations including, but not limited to cancellation situations pre or post departure.
Be able to multi-task in a fast-paced operations and fulfilment environment
Job Requirements
Educated up to GCE 'O' Level or equivalent
Travel and Tourism qualification (desirable)
Experience working in a travel sales, customer service and/or aftersales environment within the Travel Industry (Tour operator, Retail, Airline Reservations & Ticketing)
Experience creating travel itineraries from a luxury tour operator or travel agency background
Working knowledge & understanding of ABTA rules & regulations
Excellent verbal and written communication skills
Ability to build rapport with a diverse range of customers.
Problem-solving skills and ability to use initiative to resolve issues.
IT literate – proficient in MS office applications. Knowledge of working with GDS/CRS within the travel industry
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