Candidatul ideal

Role Profile
The Customer Support Executive’s role is to provide high quality customer services to our clients and suppliers with the objective of being a contributor to customer loyalty. The Customer Support Executive must ensure that all bookings received via our reservation system are well confirmed and that all queries which might occur are properly handled within the agreed SLA’s.

Knowledge, Skills & Experience

• Customer orientation
• Problem solving skill
• Strong time management ability, manage multiple responsibilities at once
• Able to work under pressure
• Initiative / Proactivity
• Team player, but also able to work independent
• Excellent written and verbal communication skills in English
• Relationship and negotiation skills
• Flexibility with work times – including rotational shift work
• Patience and attentiveness
• Ability to use positive language
• Product knowledge
• Travel industry background with customer service profile (preferred)

Descrierea jobului

Key Activities

• Respond to phone calls and emails from Clients, Suppliers and occasionally from Guests (end customer)
• Chase/Add Missing Supplier References for Bookings
• Deal with Bookings with Issues (No Shows/Book Outs/Errored Bookings/Unconfirmed bookings)
• Follow up Messages Awaiting Reply from Finance Department/ Extranet Suppliers
• Deal with Messages to be Actioned from Finance Department/ Extranet Suppliers
• Action Queries from Clients
• Action Queries from Suppliers
• Chase Prepayments & Cancel Bookings with Overdue Payments
• Handle complaints/no shows
• Sends the hand over email including urgent actions to be carried out by the colleagues on the next shift
• Builds and maintains a good working relationship of collaboration /communication with partners and other members of the team

Key Relationships Clients

• Hotel partners
• Sales team
• Destination Managers
• Department Supervisor
• Department Manager
• Finance Team

The deal:
Commitment, loyalty and passion are the qualities that we admire the most. In return for that we offer:

• Competitive salaries which reflect the importance of these roles and your experience. Salaries are reviewed and discussed regularly and can increase significantly according to experience
• Excellent onboarding and career development opportunities
• A genuine commitment to recognise your achievements
• Hard work deserves a break, so we offer 21 days annual leave each year plus all public holidays. Bonus days are offered according to experience
• First class office environment which is a safe, comfortable, stimulating and fun place to be
• Medical cover (Medlife Classic or equivalent)
• We want you to eat well, so we offer you a meal voucher for 20 RON each day that you work
• Opportunities to travel at discounted prices
• Flexible work life balance through home/remote working options