Enable job alerts via email!

Customer Service Agent - Office Based (12 Months Maternity Cover)

Jobs for Humanity

London

On-site

GBP 22,000 - 30,000

Full time

Today

Be an early applicant

Boost your interview chances

Create a job specific, tailored resume for higher success rate.

Job summary

An established industry player is seeking a dedicated Customer Service Agent for a 12-month maternity cover role. Located in the vibrant Hammersmith office, this position is pivotal in supporting customers throughout their travel journey. You will interact with diverse clients, addressing their queries and complaints with empathy and professionalism. This role offers a unique opportunity to enhance your skills in a fast-paced environment while contributing to a team that values customer satisfaction. With a range of benefits including a pension scheme and additional perks, this role is perfect for those looking to grow in the customer service sector.

Benefits

Company pension contributions at 5%

Personalized training budget

Discounted holidays

Holiday entitlement starting at 25 days

Enhanced maternity/paternity leave

Cycle schemes

Season ticket loans

Eye care vouchers

Qualifications

Proven experience in a fast-paced customer service environment.
Ability to handle complex customer issues with empathy.

Responsibilities

Assist customers in the Hammersmith office, ensuring satisfaction.
Manage customer complaints with empathy and professionalism.

Skills

Exceptional customer service skills

Strong organizational skills

Experience handling complaints

Excellent communication skills

Empathy and sensitivity

Creative thinking

Ownership mindset

Customer Service Agent - Office Based (12 Months Maternity Cover)

Join to apply for the Customer Service Agent - Office Based (12 Months Maternity Cover) role at Jobs for Humanity

About the Role

We are seeking a dedicated Customer Service Agent to join our team on a 12-month maternity cover basis. This position is based in our Hammersmith office, London, and involves supporting our customers through various stages of their travel journey.

Key Responsibilities

Assist customers visiting our Hammersmith office, providing resolution to their queries and ensuring their satisfaction.
Manage and respond to customer complaints, including handling sensitive cases such as bereavement and medical illnesses, with empathy and professionalism.
Arrange special assistance for travelers, ensuring all support needs are met prior to travel.
Work within SLAs to ensure timely responses and resolutions.
Coordinate with suppliers and internal teams to resolve issues effectively.
Handle and protect sensitive customer data in compliance with privacy guidelines.
Provide feedback on recurring issues to facilitate continuous improvement.
Maintain up-to-date knowledge of the travel industry and company policies.

Required Skills and Experience

Exceptional customer service skills with proven experience in a fast-paced environment.
Strong organizational skills and attention to detail.
Experience handling complaints and complex customer issues.
Excellent communication skills, both written and verbal.
Empathy, sensitivity, and a customer-centric approach.
Ability to think creatively and handle objections effectively.
Ownership mindset, especially for escalated issues.

Preferred Qualifications

Knowledge of the travel sector is advantageous but not essential.

Benefits

Company pension contributions at 5%
Personalized training budget for professional development
Discounted holidays for employees and their families
Holiday entitlement starting at 25 days plus 8 public holidays, increasing with service
Enhanced maternity/paternity leave policies
Additional perks like cycle schemes, season ticket loans, and eye care vouchers

Additional Information

This role involves working in a culturally diverse environment, requiring flexibility and a team-oriented mindset. You will report to the Specialist Resolutions Team Leader and work closely with colleagues across different regions.

Interview Process