In-Resort Agent (Remote - UK) London, England
Job description
Why loveholidays?
At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.
The impact you’ll have:
Reporting into one of our In resort Team Leaders, you will be taking live contacts (calls and chats) from our customers in resort; working with our suppliers and hotel partners to fix all customers' issues. You will be speaking to customers and suppliers all over the world from Benidorm to Barbados to ensure our customers have an enjoyable holiday experience.
Your day-to-day:
- Taking calls and chats from our customers in-resort aiming to fix all issues on the spot
- Liaising with our Transfer, Hotel and Airline suppliers to support all customer queries
- Sources solutions for customers directly when suppliers are unable to do so.
- Working on existing customer complaints and queries over email.
- Works with the direct contracting team to ensure that any issues that arise with directly contracted hotels are resolved quickly.
- Report any property issues to the relevant teams, ensuring we share information in real time to update content.
You will be required to attend a monthly touchdown down in head office in Hammersmith. All Travel expenses and hotels if applicable will be paid.
Your skillset:
- Demonstrable experience working in a travel operations environment.
- Excellent customer service skills.
- Excellent problem-solving skills.
- Excellent objection handling skills and outside the box thinking
- Excellent communication skills
- PC Skills including Word, Excel, PowerPoint and Outlook.
Not necessary but would be desirable to have:
- Experience working overseas in a holiday resort
- Second language(s) including Spanish, Turkish, German, Italian
Perks of joining us:
Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:
- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
- Enhanced maternity/paternity leave
- Subsidised gym memberships
- Cycle to work scheme, season ticket loan and eye care vouchers
At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.
The interview journey:
- Experience review with TA team member - 20mins
- Final stage with Hiring Manager - 45 mins