Customer Service Agent

Do you have call centre experience? Are you used to dealing with a high level of calls and offering a fantastic level of customer service? Keen to get into the Travel & Tourism industry? Look no further!

We are working with a Luxury Tour Operator, who are looking for a Customer Service Agents to join their growing team in the heart of London.

The Customer Service Agent is responsible for providing an exceptionally high level of service for all contacts across multiple channels (e.g. phone, chat, email). The primary function of the role is to ensure that all contacts are addressed as efficiently and courteously as possible with the customer in mind to achieve the best outcome for all parties.

The role:

• Providing an exceptional customer experience by demonstrating a detailed knowledge of company products, promotions, services, packages and pricing.
• Strive to resolve all queries at first contact.
• Ensure that appropriate customer issues are escalated or redirect to the correct area of the business.
• Providing the best outcome for all parties with the customer in mind at all times.
• Ensure that all customer contact is accurately captured and recorded.
• Ensure customer contacts are resolved within the specified timeframes.
• Ensuring that quality and productivity KPIs are achieved in line with business objectives.
• Ensuring that minimum requirements are met for individual QA assessments.
• Strive for customers to consider all contact with the company as an exceptional experience.
• Ensuring that customer feedback is sought on how the customer experience can be improved.
• Ensuring an on-going focus on personal and professional development in line with business objectives.
• Actively provide feedback to the leadership team on how service, systems, and processes can be improved
• Ensure that all rostering, and availability commitments are met.
• Ensure that an exceptional knowledge of promotions, products, and services is developed and maintained.
• Handle multiple, and simultaneous contacts across all contact channels.
• Ensure customer contacts are resolved within the specified timeframes.

The person:

• Previous Customer Service experience, within a Call Centre environment
• Previous experience in the Travel industry (desirable)
• Excellent written and verbal communication skills.
• Ability to build customer loyalty by providing an exceptional level of customer service and satisfaction.
• Proven ability to manage the stresses of working in a high pressure and rapidly moving work environment.
• Ability to rapidly acquire knowledge of the company products, promotions, services, packages and pricing.
• Proven ability to meet KPIs in a demanding and high-pressure environment.
• Exceptional level of attention to detail.
• Proficient typing skills (touch typing preferred).
• Excellent customer service skills including; conversation control, written etiquette, handling multiple conversations at once, queue management and the ability to deliver timely and accurate information.
• Demonstrated ability to quickly identify issues and clearly state solutions and/or recommendations.
• Ability to engage with all parties to discuss issues in a positive and constructive manner.

The package:

• A salary of £30,000 + bonus
• Opportunity to work a mix of office and homebased
• Travel discounts
• Opportunity to work for a growing luxury travel brand

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