Position: Customer Operations Executive
Location: Whitfield Street, London
Reporting to: Head of Service Delivery
Overview
Taking direction from the Head of Service Delivery the Customer Operations Executive position will assist in the day to day operational management of all post sales activities at Best At Travel and improve customer experience and value of sale
Monitor Service levels in order to ensure a consistency in the level of delivery throughout the company and ensure that clients and colleagues expectations are exceeded.
Responsibilities
- Handling all necessary admin processes related to bookings from both call centre and online channels
- Handling switch selling where the customers online selection is unavailable
- Administering all amendments to bookings including elective changes by customers and schedule changes
- Undertake as required upselling activities offering lounges, transfers and additional products for online and call centre bookings
- Dealing with cost adjustments
- Allocation of bookings to Sales staff
- Follow up on pending hotel confirmations
- Follow up outstanding balances
- Ensuring that all ticketing and payment deadlines are met
- Reporting on and follow up on failed QC bookings
- Handling all bookings for leavers
- Logging all customer service queries
- Ensure that telephone calls to the department are answered promptly and courteously and that wherever possible issues are resolved for customers on first contact
- To ensure that all client correspondence is answered in line with both Best At Travels internal policies and procedures and ABTA's Code of Conduct
Experience required
- Previous experience of using a GDS (Galileo, Amadeus, Worldspan)
- Ability to work under pressure and meet deadlines
- Commitment to excellent customer service
- Well organised and strong time management skills
- Great attention to detail and problem solving skills
- Strong communication skills both verbal and written
Please send your CV with a covering letter to CV@bestattravel.co.uk
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