loveholidays Looking for Customer Service & Social Agent at London , South East England Full Time

Customer Service & Social Agent

In the role of Customer Service & Social Agent, you will take ownership for managing, acknowledging and responding to incoming communication from our customers via a range of social media channels.

Job purpose:

• Responsible for the delivery of exceptional customer experience whilst swiftly and accurately responding to and resolving all associated requests and queries.
• Exceptionally high quality written communication skills are a must due to customer contact primarily conducted via social media channels.
• Fully empowered to create a fantastic customer experience.
• Accountable for fully resolving all incoming queries to the customer’s complete satisfaction.
• As a customer service champion, you will put the customer at the centre of everything you do and share ideas for the continual improvement of the overall customer experience.
• We are looking for a subject matter expert and ambassador for diffusing escalated queries and solving problems to the highest standards and in a timely manner.
• You must be extremely customer focused with great organisational skills to oversee and manage the customer’s issue from start to finish.

Knowledge, skills and experience required:

• Experience of working in a travel operations environment (preferred)
• Previous customer relations/ customer service experience
• Strong focus on customer care and complaint resolution
• Excellent written communication skills – spelling and grammar
• Creative skills for contributing new and innovative ideas
• Ability to act on own initiative and prioritise workload
• Accuracy and excellent attention to detail
• Problem-solving skills
• PC skills including Google Dashboard (Gmail, Google Sheets/ Docs)
• Knowledge of SproutSocial (Not essential)

Key Result areas:

• Taking end to end ownership for the resolution of all customer enquiries and contacts
• Manage all queries through to resolution
• Delivering a high quality and accurate experience to all customers engaging with loveholidays through social media activity
• Articulate a clear and distinctive brand tone of voice

Location: Homebased
Contract Type: Full Time, Permanent
Hours: 37.5 hours per week
Salary: Competitive
Benefits: Working for loveholidays means you are eligible for discounted holidays for you plus your family and friends and discounted gym membership. The head office holds weekly drinks in the kitchen and you will also have access to subsidised snacks and free fruit in the office. You will have the chance to get involved with monthly social events, seasonal parties and will receive full induction training in your first weeks.

You may also have experience in the following: Customer Service Agent, Customer Service Advisor, Customer Service Representative, Customer Service Executive, Call Centre Operative, Call Centre Advisor, Contact Centre Operative, Contact Centre Advisor, Travel, Tourism, Travel Agent, etc.
Ref: 132 600