Customer Care Executive
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Job Description
Customer Care Executive managing bookings and customer inquiries for a cruise agency. Handling customer complaints and liaising with tour operators remotely from the UK.
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.
Requirements:
- Proven customer care experience within the Cruise Industry
- 2+ years proven history in a Cruise Customer Care role
- Strong verbal and written communication skills
- 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
Benefits:
- Hybrid and Remote working options, you must be based in the UK
- 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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