This role has a hybrid working arrangement with 2 days per week in our London office and 3 days working remotely from home.
We are a world leading tourism company, passionate about helping travellers explore cultures, experience places, and connect with others, to live an enriched life. With over 95 years of experience and with team members across the globe, we know travel and pride ourselves on delivering 5-star customer service and experiences of a lifetime.
ABOUT THE ROLE
Our Customer Support Department plays a very important role in the after booking experience offering high levels of service delivery for our valued customers.
The primary purpose of this role is to support CSC Consultants and ensure the ongoing delivery of professional and accurate documentation to our clients. The Customer Support Consultant will work alongside the CSC Consultants and Flights team to ensure we delight the customer with every experience from start to finish.
Responsibilities
Ensuring the delivery of professional and accurate documentation to a set target date
- Communicate with clients/agents via telephone and/or email to obtain all relevant information prior to travel
- Check bookings with the use of reports to ensure that documentation is ready to produce.
- Liaise with Product to ensure that all documentation is accurate for each departure.
- Ensure all stock and brochures are available to keep up with demand.
Ensure that your service to customers delights and positively impact that customer
- Aspire to a right first -time outcome for customers such that the number of customer contacts are minimized.
- Communicate with customers positively and in consideration of reducing any effort required by the customer in that transaction or any further ones that may be required
- Liaise with other departments on behalf of the customer to ensure their interests are fully represented
- Ensure that commitments made to customers are kept and that follow up is within the timeframes discussed
Support all CSC departments
- Confident in peak times be the first point of call to help the CSC team 'delight the customers' by taking calls and replying to emails
- Offer personalised service and identify individual customer needs
- Uses the correct booking process used to capture as much information as possible in in-house systems
ABOUT YOU
- Exceptional customer service skills
- Excellent written and oral communication skills
- Excellent organizational skills
- A positive and enthusiastic approach
- A high level of accuracy and detail orientated
- Meet deadline and work calmly under pressure
- Be self-motivated combined with the ability to work as part of a team
- Willingness to take on responsibility and show initiative
WHAT WE OFFER
- Flexible workplace culture with hybrid working model
- Wellbeing program and learning & development opportunities
- 25 days of annual leave, plus bank holidays
- Experience our premium products with familiarisation trips
- Chance to give back via our workplace giving initiatives through our One Tomorrow Foundation including volunteer leave
- Opportunity to Work From Anywhere for up to 10 days per year
- Highly engaged team and great company culture
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
As Australia's largest family-owned tour and cruise company, we are committed to delivering unforgettable travel experiences to our valued guests. What began as just a vision, over 90 years ago, has now grown into a proud global business, demonstrating the power and enrichment that is offered through travel experiences.
If you feel like it's a perfect opportunity for you, apply now!