The Customer Service/Operations Executive plays a crucial role in ensuring exceptional service delivery to our clients, both before their departure and throughout their journey. This position is responsible for managing customer inquiries, handling operational tasks with precision, and ensuring smooth coordination between internal departments, suppliers, and partners. The role requires a proactive approach to problem-solving, a allegiance to maintaining high standards, and a focus on maximizing customer satisfaction and operational efficiency.
Customer Service Responsibilities
- Resolve Customer and Trade Partners Inquiries: Address inquiries, both pre-departure and in-resort, to ensure a seamless and satisfying experience for our clients and partners.
- Internal Assistance: Handle queries from other internal departments, providing accurate information and support to facilitate smooth operations.
- Supplier Coordination: Liaise with suppliers regarding reservations, ensuring effective coordination and timely service delivery.
- Quality Checks: Conduct pre-departure quality checks as required, ensuring all customer experiences meet our high standards of satisfaction and look at upselling opportunities.
- Booking Amendments: Manage and process all changes to bookings, ensuring customer and trade supplier satisfaction is maintained throughout the process.
- Booking Completion: Obtain necessary customer information to complete bookings with accuracy and attention to detail.
- Optimising Bookings: Identify opportunities for upselling and offering add-ons to enhance the customer's overall holiday experience while increasing gross profit.
- Outbound Customer Calls: Engage with customers and trade suppliers to notify of things like any changes to their bookings.
- Continuous Learning: Engage in continuous education through industry research and internal/external product knowledge development.
Operational Responsibilities
- Documentation Management: Send customer confirmations and tickets in a timely manner, ensuring all details are correct and communicated effectively.
- Quality Assurance: Perform tasks with a focus on quality checking, maintaining a high level of accuracy within the team. This includes checking TD Check and booking quality checks.
- Product Changes: Deliver accommodation changes or product changes to Ocean Holidays and trade partners, adhering to the matrix guidelines.
- Optimising Bookings: Identify opportunities for upselling and offering add-ons to enhance the customer's overall holiday experience while increasing gross profit.
- Outbound Customer Calls: Engage with customers and trade suppliers to notify of things like any changes to their bookings.
- Continuous Learning: Engage in continuous education through industry research and internal/external product knowledge development.
Who should apply?
The ideal candidate for this role would be someone who has the following skills:
Solution-Oriented Mindset: A proactive problem-solver who can quickly find effective solutions to challenges and drive continuous improvement.
Adaptability and Flexibility: Ability to thrive in a dynamic and often unpredictable environment, adjusting to changing priorities and situations with ease.
Excellent Organizational and Administrative Skills: Strong ability to manage multiple tasks, deadlines, and processes while maintaining a high level of accuracy and attention to detail.
Comprehensive Knowledge of GAL and Supplier Systems: Expertise in using GAL and other relevant supplier systems, ensuring smooth coordination and operational efficiency.
Telephone Communication Excellence: Maintain a high standard of telephone etiquette and handle outbound calls effectively as required.