Customer Liaison Executive

Cosmos Tours & Cruises
28 Nov 2016
08 Dec 2016
Contract Type
Full Time
Company Overview Cosmos Tours Ltd is associated with the Globus Family of Brands, an international travel company with over 80 years experience of providing touring holidays. The UK arm of the company started trading in 1961 and offers a fantastic choice of escorted tours, river and ocean cruises, multi-centre holidays and rail journeys from countries all over the world. Our holiday brands include; Cosmos Tours & Cruises-, Archers Holidays- Avalon Waterways(luxury river cruise operator)- Aim of the Role You will be part of a highly motivated team with a commitment to providing an outstanding customer experience in a role which incorporates pre-departure queries, dealing with emergency calls, as well as operational responsibilities. You will be required to liaise with customers by telephone and email to advise of holiday changes, or other important holiday information, as well as to liaise with internal departments and external suppliers. Communication and the ability to multi-task is key, as well as being able to remain calm, solve any booking related issues and always provide the best customer experience possible. Areas of Responsibility To take pre-departure calls from customers, travel agents and suppliers for any queries and issues relating to existing bookingsTo take calls from our emergency line during office hours on any urgent pre-departure issues or for any customers on holidayAssist in communicating date changes to customer's holidays due to reasons such as tour consolidations and hotel overbookings, ensuring the customers are advised in line with our brochure conditionsAdvise changes to customer's holidays (including flights, hotels and itinerary changes) and ensure they are communicated in a timely and appropriate fashion and are correctly documentedEnsure that all incoming emails from customers, travel agents and suppliers are responded to in a timely fashionLiaise with overseas suppliers to ensure all bookings are reported accurately and assist with any queriesManage the Home Pick Up booking process, ensuring all required information is collected and reported to our supplier, along with amendments and cancellationsManage the Customer Welfare process to ensure any customers requiring special assistance and requests are fulfilled correctlyEnsure passport information is collected where required for our 3rd party suppliers and our overseas offices and is communicated by their deadlinesAssist with the booking of ocean and river cruises when requiredTake the appropriate action on any world events causing operational issues to our customers as instructed by the Customer Liaison ManagerProactively look for improvements to all processes to save time and increase efficiencyAssist in taking incoming admin calls during extraordinary peak times Desired Skills, Behaviours and Experience Experience within the travel industry would be advatgeous but not essential and/or a strong customer service background.Proven ability in dealing directly with customers via the telephoneAn excellent communicator by emailA passion for providing an outstanding customer experienceOutstanding attention to detailA highly organised individual who is able to multi-taskAn ability to manage and prioritise a high workload within tight deadlinesAn ability to remain calm during pressurised work periods or when taking any difficult callsProficient PC skills with strong working knowledge of word and excel Benefits and Location We will give you discounted rates and GBP350 towards your own holiday booking on any of the airlines/hotels/holidays we sellThe company contributes 5.5% of your salary into a pensionWe offer flexibility and employees can work from home when needed subject to the job function being able to be fulfilledWe give opportunities to our staff to experience our products first hand with overseas educational visitsOur office is located less than 5 minutes from Bromley South station with fast train links to London (15 mins to London Victoria). We're also in the centre of town and right next to the large Intu shopping centreHours are 9-530 Mon to FriAs our brands and companies sell holidays, cruises and tours all over the world this is a fantastic opportunity for the successful individual to gain vast experience within the travel sector22 days annual holiday entitlement. Job Type: Permanent Salary: GBP17,000.00 /year Job Location: Bromley BR1 Required experience: operational: 1 yearcustomer service: 1 year