Winter Ski Holiday Support Specialist

Story Terrace Inc.; West of England; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

£26,500 salary

33 days paid annual leave (including B

4 paid “me days” (prorated)

Job summary

Heidi, a ski holiday challenger brand, is seeking a customer-focused team member to keep winter trips running smoothly. Based in our office, you will support customers by phone, live chat and email, from pre-departure questions to in-resort issues, during a busy winter season.

No ski holiday experience is required; we’ll train you. You’ll need resilience, empathy and fast learning, with weekend availability.

Qualifications

• Customer support experience is preferred but not required.
• Demonstrated resilience and empathy in difficult conversations.
• Genuine care and a proactive, helpful attitude.
• Ability to learn quickly and ask good questions.
• Willingness to pitch in and support the team.
• Availability to work weekends and bank holidays throughout the season.

Responsibilities

• Support customers by phone, live chat and email during the season.
• Assist before, during and after trips, answering predeparture questions and handling in-resort issues.
• Stay calm during live disruptions and own problems until resolved.
• Learn Heidi's products and systems quickly.
• Track and improve your performance metrics like response times, satisfaction and resolution rates.
• Contribute ideas to help improve customer service and processes.

Skills

Customer support

Empathy

Communication

Problem-solving

Time management

Teamwork

Job description

Heidi, a ski holiday challenger brand, is seeking a customer-focused team member to keep winter trips running smoothly. Based in our office, you will support customers by phone, live chat and email, from pre-departure questions to in-resort issues, during a busy winter season.

No ski holiday experience is required; we’ll train you. You’ll need resilience, empathy and fast learning, with weekend availability.