Customer Support Advisor
Outskirts of Swindon
Monday - Friday - 08.45am - 17.30pm - Then the 2nd week including a Saturday with a rota day off during the week, so you will work every 2nd Saturday
No Sundays
Saturday work is non-negotiable
Our Client is currently looking for a Customer Support Advisor to join their team in Swindon.
Job Purpose
To be the first, after sales point of contact for customers who have purchased a holiday.
Processing information in response to enquiries, concerns and requests about their holiday. The Customer Support Advisor must be able to deliver high levels of customer service in a timely way, and is expected to continue to develop the existing relationships we have with our customers.
Typical activities
- Deal directly with customers either by telephone & electronically
- Enjoys working with a broad range of customers and clients and understands customer's needs, wants and expectations
- Set, maintain and exceed customer service standards
- Respond promptly to customer enquiries within agreed timescales
- Handle and resolve customer complaints, ensuring right compensation level is offered in a quick and effective manner
- Communicate effectively and coordinate with internal departments
- Produce accurate administration work to complete any actions taken
- Build relationships with suppliers to work together in resolving any customer query
- Be proactive in solving the customers issues, maintaining high standards of service at all times
- Inbound and outbound call passengers to ensure they are happy with the booking and if you can be of any assistance, allowing high levels of customer retention and service
Skill set required:
Essential
- Loves providing excellent customer service and can evidence skills in this area
- Be a great problem solver, and able to think on your feet and show initiative
- A track record of responding to customer complaints and queries in a timely way
- Able to demonstrate empathy and patience in developing customer relationships
- Have an outgoing, confident personality
- Must have great interpersonal skills and the ability to communicate both verbally and in writing to people at all levels.
- Must enjoy working to deadlines with great attention to detail
- Able to remain calm under pressure
- Must be reliable and have a flexible approach to work
- Must have a good standard of education to GCSE level, particularly in English and Maths.
- Able to work extended hours on occasions when required
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