Customer Services Assistant - Travel

York, North Yorkshire, England
£16088 per annum
22 Sep 2016
20 Oct 2016
Recruitment Genius Ltd
Contract Type
Full Time
This company has been providing market-leading holidays for more than 30 years. They are true rail holiday specialists and no other company offers a better choice of inclusive holidays by rail than they do. They are absolutely committed to ensuring every holiday meets and exceeds expectations and as a result their valued customers travel with them year after year.

The Position:

They now have an exciting opportunity for a highly motivated and experienced Customer Services Assistant to join their team who will have the opportunity to work in an award winning and highly customer centric business in the heart of York's city centre. Reporting to the Team Manager, some of the activities that you will be responsible for include:

- Handling telephone calls from potential & existing customers ensuring their needs are met in a professional and efficient manner.
- Carry out mobility checks to ensure the customers mobility expectations are met where possible giving a day by day run through of itinerary to ensure anyone with mobility issues are handled with care and sensitivity.
- Conducting out-bound calling, responding to email enquiries and written communication to ensure customers have all the information they require to make informed decisions on their holiday and are kept up to date with any changes to their booking.
- Supporting the administration of holiday cancellations and handling account queries, discussing other available options with the customers when a transfer is in order to retain their custom where possible.
- Facilitating the Incident Report process.
- Booking UK rail and Hotel requirements as and when required along with pre-packaged extensions to enhance the customer's experience of their products.
- Contact customers to follow-up and resolve over-due payments of balances or deposits.
- Prepare and dispatch customer documentation ensuring all information and documentation is correct.
- Arranging Travel Visa's for customers.
- Advising Tour Logistics/Transport of special requests, cancellations and booking changes in order to improve their service to the customers and reduce impact costs to the business.
- Supporting the weekend call centre operation on a rota basis.

Customer Services Assistant Attributes:

- Proven experience of working in a customer focused environment with a strong emphasis on customer service
- Experience of working in a busy telephone environment and telephone experience in relation to inbound and outbound call handling
- Strong interest in travel with good geographical knowledge
- Strong customer service abilities and proven administrative skills
- Capable of following written and verbal instructions and possess a clear and concise approach in verbal and written communication
- Able to work under pressure to meet strict deadlines whilst exhibiting excellent attention to detail
- Excellent written English and numeracy skills
- Good general education and knowledge of Microsoft software packages