Job Description

I am supporting a premium travel client who are looking to bring on board a Customer Service/Aftersales agent. This is an exciting opportunity based in Birmingham for a candidate who comes with previous customer service/aftersales experience and is confident in their ability to deliver a strong customer focussed service.

Job Purpose

As a premium high-end tour operator, delivering excellent customer service is of the utmost importance. Our goal is to create unforgettable holiday experiences for our clients, and keep them coming back to us year after year. The Aftersales team is make sure all clients receive excellent customer service which exceeds their expectations.

The successful candidate will be responsible for:

• Handling customer queries and aftersales requests on a daily basis. You will interact with our clients mostly over the telephone or email.
• Taking the lead with customer complaints, and being responsible to resolve any issues that may arise.
• Overseeing and supporting with administration requirements to ensure all holiday arrangements are booked, and the client has everything they need for an enjoyable trip. This may involve liaising with hotels managers, car hire suppliers, and flight operators.
• Implementing controls and processes to improve delivery of fantastic customer service
• General ad hoc projects and office duties as necessary.

The skills you need

The ideal candidate will have a "can do" attitude; possess excellent communication and organisational skills; and have the ability to learn quickly.

• Previous customer service and/or aftersales experience with a customer focussed approach and the drive to exceed the customers' expectations.
• Ability to build rapport with a diverse range of customers, and handle the occasional difficult or angry client.
• Problem solving skills and ability to use initiative to resolve issues.
• Ability to work under pressure to deadlines, and handle multiple ongoing tasks.
• Ability to learn specific procedures quickly and have the discipline to adhere to policies and guidelines.
• Excellent written and verbal communication skills.
• Confident, friendly personality.
• Commitment to providing exceptional customer service.
• Strong organisation & time management skills.
• The ability to work effectively as part of a close-knit team and individually.

If you come with strong customer service experience and are looking for a new exciting challenge, please contact Ben Worsley or Lauren Height for more information.