Customer Service Support Executive Remote
Job description
About Solmar Villa Holidays
Solmar Villa Holidays is passionate about delivering our customers their best holidays in some of the most beautiful villas across Europe. Our award-winning business continues on a steady path of growth and we now have a fantastic opportunity for an enthusiastic and energetic individual to join our Operations Department.
About the Role:
You will be working as part of a team, responding to incoming contacts from customers on their holiday in destination and managing the swift resolution of any issues.
The role will require you to offer support and assistance to our customers and provide solutions for any problems they may experience, through system information, communication with our overseas team, suppliers and contracting & quality team. You are there to help and support the customer, maintaining contact with them every step of the way. You will also be responsible for ensuring the clients provided information is accurate, liaising with relevant teams to action any changes, as well as completing some daily operational administrative tasks.
Rota & Location:
The work a shift pattern of either 8am to 4pm and 12pm - 8pm on a rota across 7 days of the week. We offer either a hybrid working model (Mon-Wed in office, Thu-Sun homeworking) or fully remote for those outside commutable distance but with previous experience.
Key Responsibilities
- Being the first point of call and taking responsibility for customers in resort who require information, or are experiencing problems during their holiday.
- Providing a first-time resolution service to our customers to retain and restore faith in that customer. Offer un-paralleled levels of service and support to each customer at every opportunity, exceeding their expectations and encouraging retention
- Respond to all phone calls, emails or messages received from clients within agreed SLA’s and in an appropriate and sensitive manner, listening to problems or complaints and addressing any issues
- Working with our destination-based Villa Managers, suppliers and contractors to resolve issues swiftly and efficiently.
- Manage issues in your queue, triaging them and sending to destination teams where necessary.
- Assist Customer Relations with any information they need to respond to post holiday complaints.
- Accurately log all customer contact and actions on Salesforce, ensuring there is a complete and
- Maintain/update customer records contained within any database used by Solmar ensuring accuracy and compliance with all regulating authorities/laws e.g. ABTA, ATOL, GDPR etc.
- Support the supplier end relationship with the booking/cancelling/amending car hire/transfers and extras
- Process cancelations as required
Skills & Experience:
- 2+ years experience of working in a customer facing role; ideally within a travel and tourism or hospitality business.
- Excellent communication skills, both verbal and written; demonstrating an ability to communicate and influence at all levels across language and cultural barriers
- Organised and practical; happy to trouble shoot and resolve issues in a positive and timely manner.
- An ability to work under pressure, dealing with tight and ever-changing deadlines whilst demonstrating high levels of competency and commitment to end user (supplier, customer etc.)
- Ability to prioritise tasks and work under pressure
- Good attention to detail and ability to accurately record notes of conversations and follow up actions.
- An adaptable approach to supporting the business outside of working hours, if needed, in business-critical situations
- Languages (Spanish, Greek, Turkish, Portuguese or Italian) advantageous
Job Types: Full-time, Permanent
Salary: £22,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Private medical insurance
- Sick pay
- Wellness programme
Ability to commute/relocate:
- Burton-On-Trent: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service: 1 year (required)
- Customer support: 1 year (preferred)
Language:
- Spanish (preferred)
- Greek (preferred)
Work Location: Remote
Application deadline: 14/04/2023
