Job Description
We are seeking maternity cover for one of our customer relations coordinator roles, this is with a very real view for this role becoming a permanent position for the right candidate as we look to expand our team into 2024.
MAIN PURPOSE OF ROLE: As a small but fast-growing business this position is integral to the customer experience. Responsible for the day-to-day effective delivery of ground fulfilment to deliver a best-in-class experience to our customers.
Fulfilment
The fulfilment team is the engine room of our business, you will be responsible for delivering an exceptional operational and customer experience to all existing and new customers.
Your role will be to deliver:
· A first-class service to potential and existing customers via multiple communication channels.
· Handling booking confirmation, cancellation and failures with hotels and suppliers.
· Handling supplier and customer led changes.
· Escalation and resolution of stop sale and allocation issues with supplier partners.
· Supporting customers in resort with questions and queries.
· Overseeing any pre/post travel complaints.
· Adhere to business service level agreements.
· Record and log all technical support requirements.
· Record and log all errors to the business after mitigating any loss.
Customer Experience
Our customers are at the heart of what we do, your focus will be:
· Identifying customer needs and taking a proactive approach to maintain positive experiences.
· Respond to customer queries in a timely manner via phone, chat, email and social media.
· To deliver a high-quality customer service and support, contributing to the operational excellence.
· Communicating via our CRM database with guidance and support from the head of fulfilment.
· Keeping yourself up to date with travel and tourism news and regulations.
· Collaborating with internal departments and the head of fulfilment to enhance the service and brand awareness.
Relationship Awareness
You will be responsible for building and maintaining strong internal relationships with the various departments within our business, including the marketing, events and technical support teams. You will have a positive outlook and inspire your peers by demonstrating exceptional relationship skills with our customers, suppliers, hoteliers, ground handlers and internal departments.
Our People
We have created a positive workplace culture; we offer personal growth, diversity and attract talented and highly driven people. This position plays a pivotal role within our business and the culture of our brand, you will reflect our values, opinions and brand voice.
Responsibilities
· To be completely flexible with your work pattern around our event programme, we do not operate any embargo, we do require your complete flexibility when we have an event launch.
· Suggest any improvements you identify through your day-to-day activities.
· To contribute to the wider Roamy strategy when required.
Direct Reports: TBC
Essential Experience
· Fulfilment/Administration (minimum of 2 Years)
· Customer Service and Experience (minimum of 2 Years)
· Travel Experience (Desirable)
· Defending Chargeback’s (desirable)
Skills, Knowledge and Experience
- Travel Fulfilment or Service Experience (Highly Desirable)
- Strong verbal and written skills
- Excellent planning and time management capabilities
- Good judgment and decision-making skills
- Passion, ambition, desire to achieve
- Ability to foresee the outcome and act with a hands-on pro-active approach
Competencies
· Collaboration
· Delivering
· Business Thinking
· Engaging Others
· Drive
Job Type: Full-time
Salary: £22,000.00-£23,000.00 per year
Benefits:
- Company events
- Company pension
- Life insurance
- Private dental insurance
- Private medical insurance
- Work from home
Schedule:
- Monday to Friday
- Weekend availability
Experience:
- customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: Remote
Application deadline: 31/03/2023
Expected start date: 01/05/2023
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