loveholidays Looking for In Resort Agent at London , South East England Full Time

In Resort Agent

The In Resort Agent has ownership of issues experienced by customers while they are abroad on holidays booked with loveholidays. They assist with maintaining a fantastic customer experience during customers’ holidays.

The role is home based but the successful candidate will attend the head office in Hammersmith, London one day per month. All travel expenses related to attending the Hammersmith office will be covered.

Knowledge, skills and experience required:

• Demonstrable experience working in a travel operations environment.
• Excellent customer service skills.
• Excellent problem-solving skills.
• Excellent administrative skills.
• PC Skills including Word, Excel, PowerPoint and Outlook.
• Second language(s) including Spanish, Turkish, German, Italian and Nordic languages (desirable).
• Experience working overseas in a holiday resort (desirable).

Key Result Areas:

• Communicates with customers to find the best solutions, ensuring that end-suppliers offer fair alternatives in line with guidelines.
• Sources solutions for customers directly when current suppliers are unable to do so.
• Deals with customers internally and externally to ensure margins are maintained and customer impact minimised at all stages of booking disruption.
• Liaises and building rapport with all suppliers, ensuring loveholidays customers receive the maximum support available.
• Works with the direct contracting team to ensure that any issues that arise with directly contracted hotels are resolved quickly.
• Reports any property issues to the relevant teams, ensuring we share information in real time to update content.
• Processes manual booking updates to include basic data entry and booking administration.
• Manages cases from end-to-end, giving a consistent service to customers.
• Processes cancellations and obtains refunds from suppliers.
• Works through booking query reports and fixes booking issues both internally and with suppliers; stopping any issues pre-travel or in-resort.
• Works across our in-house and 3rd party systems to manage booking queries as required, including iVector.

Locations: Home-based
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: 132 598