Customer Care Executive

Iglu.com; Portsmouth; Hybrid; GBP 25,000 - 32,000; Full time

Job summary

A leading travel agency in the UK is seeking a Customer Care Executive to provide exceptional service to customers post-booking. You will handle queries through calls and emails, resolve issues, and manage cancellations. Candidates should have over 2 years of experience in customer care within the cruise sector. This role offers remote working options if based in the UK, alongside employee perks such as discounted travel and gym memberships.

Benefits

Discounted travel offers for family and friends

Gym discounts at all major chains across the UK

Mental Health and Wellbeing Support

Electric Vehicle Scheme

24/7 Online GP Service

Life Assurance for all

Qualifications

• 2+ years experience in a customer care role, preferably in the Cruise Industry.
• Strong understanding of the company's products and services.
• Ability to multitask by handling calls, chats, and emails effectively.

Responsibilities

• Handle calls and emails from customers regarding their bookings.
• Resolve customer issues and complaints effectively.
• Support customers via web chat and negotiate with operators.

Skills

Strong verbal and written communication skills

2+ years proven history in a Cruise Customer Care role

PC Literate – knowledge of Word, Excel, and Outlook

Excellent time management skills

Ability to work under pressure and independently

Job description

We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu. We are looking for people who are passionate about delivering the highest standards of service to our customers with proven customer care experience within the Cruise Industry.

As a Customer Care Executive, you will handle calls and emails from customers once their booking is completed and will deal with any additions and alterations to bookings. You will communicate with sales staff and suppliers to rectify any problems that may have arisen.

Previous Experience In Customer Care Is Essential.

Remote positions available if you are based in the UK.

Key Responsibilities

• Effectively fulfilling the booking once the sale has been made
• Answering customer queries by phone and email
• Resolving problems of customers on holiday
• Calming and advising customers appropriately
• Handling of customer complaints
• Liaising with tour operators
• Booking cancellations and transferring of sailings
• Supporting customers via an online web chat system
• Negotiating between our customers and operators
• Completing additions and amendments to bookings
• Logging notes of all communication
• Ancillary Sales and seeking up-selling opportunities
• Cross-selling clients to alternative holidays
• Identifying and rectifying causes of problems
• To undertake any other duties or projects as required by your line manager, appropriate to your role.

Skills And Experience

• Strong verbal and written communication skills
• 2+ years proven history in a Cruise Customer Care role
• Strong understanding of our products
• PC Literate – knowledge of Word, Excel, and Outlook
• Basic knowledge of ABTA/ATOL regulations
• Excellent time management skills
• Ability to work under pressure and independently
• Organisational skills are essential to this role
• Ability to communicate effectively both internally and externally at all levels
• Able to multitask by taking calls, chats, and responding to emails

Behavioral Role Fit

• Professional nature
• Proactive & enthusiastic
• Supportive
• Team player

Kpi's

• PCA %
• Average workload 40 plus per day (calls and emails)
• Email response time
• Workload per hour/day
• Quality Assurance Customer Satisfaction

Why Join Iglu?

Iglu.com is the UK’s largest specialist ski and cruise travel agency, we pride ourselves on our first-hand knowledge of the unique packages and holiday experiences we offer.

• Hybrid and Remote working options, you must be based in the UK
• Discounted travel offers for family and friends
• Gym discounts at all major chains across the UK
• Mental Health and Wellbeing Support
• Electric Vehicle Scheme
• 24/7 Online GP Service
• Life Assurance for all
• Help shape the culture of Iglu by getting involved in our Charity or Social Committee
• Bi-annual Company Get Togethers