Although we pride ourselves on the low number of complaints we receive, we aim to provide a swift and accurate turnaround to all customer feedback, and ensure that we learn from the issues raised by our clients.
You’ll work closely with the Customer Services Manager, the five other Customer Services Executives, and our Product Managers to analyse and investigate issues arising from customer feedback before responding to clients in writing.
Conduct investigations into issues raised by our customers with input from our local partners, tour leaders and other relevant departments
Respond to complaints from our customers by letter within our targeted time limit
Assess levels of compensation with the Customer Services Manager
Suggest actions to prevent future concerns being raised
Offer assistance and support to clients who are unwell or who have had an accident on a trip, liaising with local teams and insurance companies as necessary
Assist with acknowledging and logging all correspondence received by the department
Answer queries and write letters for insurance claims
Undertake any other general administration when required
Who are you
You have a keen interest in travelling and are a customer service champion who handles client complaints with grace and diplomacy. You have great grammar and written communication skills and you don’t mind working to tight deadlines. You’re able to prioritise your workload whilst maintaining a flexible and proactive approach.
Organisation is in your nature and you genuinely care about the details. You’re comfortable questioning information provided by third parties and whilst this is a primarily written role, you have a confident phone manner.
Previous customer service experience is a distinctive advantage, especially within the travel industry—good knowledge of the areas we travel means you’ll have better insight when it comes to dealing with issues that arise