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This position offers a hybrid working arrangement with minimum two days per week in the London office.

ABOUT US - based in London, United Kingdom

APT - Luxury Travel has an outstanding reputation in the travel industry of delivering 5-star customer service to our industry partners. With over 90 years’ experience, we deliver life enriching journeys to our valued guests. Our company is rapidly growing and we are looking for detail-oriented After Sales Consultants to join our team in helping to continue to set the benchmark in travel.

THE ROLE - After Sales Consultant

The After Sales Consultant plays a vital role in ensuring customer satisfaction and providing support after the holiday has been booked. They are responsible for addressing customer inquiries, resolving issues, and helping enhance the overall post-sales experience. This role requires excellent communication skills, strong problem-solving abilities, and a customer-centric mindset.

You MUST have customer service call centre experience to apply.

Key responsibilities:

• Handle existing calls from both direct clients and travel agents in a professional manner, ensuring a high level of customer service.
• Deliver exceptional customer service to our discerning, loyal customers, maintaining a positive and friendly attitude in all interactions.
• Manage customer service emails by responding within the expected time frame, demonstrating excellent written communication skills. This includes addressing general queries, providing information on product/inclusions/commissions, handling flight upgrades and changes, and resolving any issues or concerns raised by customers.
• Demonstrate the ability to multi-task effectively between handling calls, responding to emails, and completing other operational tasks assigned to you.
• Manage pre-departure courtesy calls to provide updates on affected bookings, such as itinerary changes or hotel notifications that are outside of documents having been issued.
• Provide support during crisis events, including high and low water situations, flight changes, and non-operational tours. This may involve coordinating alternative arrangements, communicating with customers, and ensuring their needs are met.
• Assist with daily reports, including accounting tasks and data entry, ensuring accuracy and timely completion.
• Be confident in using multiple Microsoft programs, especially Excel, to handle day-to-day workload, tasks, and data management efficiently.
• Take initiative daily and actively share knowledge and insights with other team members, contributing to a collaborative and supportive work environment.

Requirements:

• Previous experience in a customer service or after-sales role, preferably in the travel or hospitality industry.
• Excellent communication skills, both written and verbal, with the ability to engage and interact with customers in a professional and friendly manner.
• Strong problem-solving abilities and the capacity to handle customer inquiries and resolve issues effectively.
• Ability to multitask and prioritise tasks in a fast-paced environment, ensuring all customer interactions and administrative duties are completed accurately and within designated timeframes.
• Proficiency in using Microsoft programs, particularly Excel, for data management and reporting purposes.
• A proactive and customer-centric mindset, with a genuine desire to provide exceptional service and exceed customer expectations.
• Strong attention to detail and organizational skills to ensure all customer requests and internal processes are handled efficiently.
• Ability to work independently as well as collaboratively within a team, sharing knowledge and supporting colleagues when necessary.
• Flexibility to adapt to changing work demands, and occasional overtime as required.

The position offers a hybrid working arrangement with two days per week in the London office. We offer competitive salary packages and attractive perks, including but not limited to employee discounts on travel, and opportunities for professional development and growth within the company.

Note: The job responsibilities and requirements provided above are not exhaustive and may be subject to change based on the needs of the company.

OUR VALUES

Our values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions.

• Genuine Service - We genuinely care about the experience we create for our guests, trade partners and internal stakeholders
• Better Together - We are better when we connect and collaborate, valuing all opinions
• For Tomorrow - We pursue opportunities to grow, embracing change and learning from our mistakes. We choose the long-term view over short-term benefits
• Celebrate the Moments - We like to have fun at work and share a positive attitude. We celebrate our successes, no matter how big or small. A win for one of us is a win for all

ABOUT YOU

• You are passionate and enthusiastic about delivering exceptional customer service
• Previous experience in customer service roles
• An understanding of the travel industry and systems is desirable
• You are a team player who can effectively collaborate with others
• Strong communication skills are a must
• Flexibility to adapt with changing travel trends, customer demands, and industry developments
• Willingness to continually learn and grow

WHAT WE OFFER

• Flexible work place culture with working from home hybrid model (minimum 2 days per week in our London office)
• Supportive team environment and social work culture
• Comprehensive training across our processes & product range
• Incentives, discounts and familiarisation trips to experience our products first hand
• 20 days annual leave per year plus a bonus 5 days if requirements are met
• Overtime for additional hours worked
• Rapidly growing business with career growth and development opportunities

If this sounds like the role for you, please click APPLY and send through your resume and a cover letter outlining your relevant experience.