Customer Care Executive
Employer: Iglu
Location: Hybrid and Remote working options. Bi-annual Company Get Togethers.
Working hours: Full time
Salary: Not listed
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We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu. We are looking for people who are passionate about delivering the highest standards of service to our customers with proven customer care experience within the Cruise Industry.
As a Customer Care Executive, you will handle calls and emails from customers once their booking is completed and will deal with any additions and alterations to bookings.You will communicate with sales staff and suppliers to rectify any problems that may have arisen.
Experience in Customer Care within the Cruise industry is essential.
Key Responsibilities:Effectively fulfilling the booking once the sale has been made
Answering customer queries by phone and email
Resolving problems of customers on holiday
Calming and advising customers appropriately
Handling of customer complaints
Liaising with tour operators
Booking cancellations and transferring of sailings
Supporting customers via an online web chat system
Negotiating between our customers and operators
Completing additions and amendments to bookings
Logging notes of all communication
Ancillary Sales and seeking up-selling opportunities
Cross-selling clients to alternative holidays
Identifying and rectifying causes of problems
To undertake any other duties or projects as required by your line manager, appropriate to your role.
Skills and Experience
Strong verbal and written communication skills
2+ years proven history in a Cruise Customer Care role
Strong understanding of our products
PC Literate – knowledge of Word, Excel, and Outlook
Basic knowledge of ABTA/ATOL regulations
Excellent time management skills
Ability to work under pressure and independently
Organisational skills are essential to this role
Ability to communicate effectively both internally and externally at all levels
Able to multitask by taking calls, chats, and responding to emails
Behavioral Role Fit:
Professional nature
Proactive & enthusiastic
Supportive
Team player
KPI'S:
PCA %
Average workload 40 plus per day (calls and emails)
Email response time
Workload per hour/day
Quality Assurance Customer Satisfaction
Why Join Iglu?Iglu.com is the UK’s largest specialist ski and cruise travel agency, we pride ourselves on our first-hand knowledge of the unique packages and holiday experiences we offer.
Hybrid and Remote working options
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 Service
Life Assurance for all
Help shape the culture of Iglu by getting involved in our Charity or Social Committee
Bi-annual Company Get Togethers
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