The posting
Customer Support Executive (WFH) - New Zealand
For an award winning global accommodation wholesaler, serving travel agents and tour operators with offices in Australia, UK & USA.
Department Operations
Reports to - Market Manager
Work hours : Mon-Fri, AUS/NZ office hours.
Job functions:
Customer Service executives are the front-line of our global business that delivers great service locally to our key markets. Having been recognized for offering the very best in customer service, the main purpose of the role is:
- To be the face of company's pacific service
- To handle majority of non-urgent calls with first time resolution, however if complex the team is there to take over when required.
- To work independently and be a self-motivator whilst being able to work remotely with the team across different countries.
The above also involves daily communication with clients and suppliers over the telephone and via email, to assist them in a variety of ways with the booking and amending process. By ensuring that the CRM system is kept up-to-date and telephone calls answered in line with our client expectations. Executives could be on the telephones for the whole working day so an excellent telephone manner is required.
SKILLS/QUALIFICATIONS:
- Minimum of 1-year Customer Service experience within a call centre environment
- Excellent customer service with a focus on quality execution
- Able to multi-task, keep calm under pressure and remain patient at all times
- Excellent written and spoken English skills
- Excellent phone handling skills with strong listening skills
- A can do attitude and self-motivated
- Ability to work independently as well as part of a team, be it as a team player of a small team locally as well as in cooperation with the global team remotely
- A sound understanding of web usability & functionality
- High attention to detail with the ability to analyze information and problem solving
- Hard-working, enthusiastic and diligent
- Well organized and ability to manage time effectively
- Able to follow processes whilst adhering to tight deadlines
- Customer focussed and always looking to exceed client expectations
DESIRABLE EXPERIENCE
- Experience in a travel role
- A good understanding of world geography
- A passion for Travel
KEY TASKS AND RESPONSIBILITIES
Candidates will need to be able to work as a team, as well as being able to motivate themselves and use their own initiative. The ability to multi-task and prioritize under pressure in order to meet tight deadlines and communicate effectively internally and externally at all levels is essential. To provide excellent levels of customer service according to the business service level agreements when assisting our customers via telephone or email in making, administering and cancelling bookings on our own website and with suppliers. A background in the Travel Industry / Customer Service Call Centre is preferred.
The key duties of the post are as follows:
- Resolve all customer queries to mutual satisfaction; by clarifying the customer query, determining the action required by selecting and explaining the best solution to solve the query, expediting corrections and adjustments that are viable, following up to ensure resolution
- Being able to follow service level agreements and ensuring queries are escalated timely and/or handover completed when required
- Perform various day-to-day duties;
- Ensuring assigned CRM tickets are up-to-date at all times
- Ensure CRM tickets are created following any phone or email query that requires further action and resolved in line with team objectives
- Perform data entry task via codes and spread sheets to track vital business information when required
- Recognize and prioritize key accounts with complete ownership of the query until satisfactory resolution
- To be able to deal with difficult situations in a professional manner at all times
- Confident in using different website and systems, often at the same time whilst talking on the phone
- Be comfortable liaising with the correct departments across the business, often remotely and across time zones, for specific situations and/or queries
- Follow Customer Service processes and Company's Operational policy at all times whilst ensuring that the satisfactory resolution is achieved by managing client expectations
- Resolve all issues by clarifying the customer's requirements; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting when required to ensure satisfactory resolution in a timely manner
- Knowing when to grasp a sales opportunity and convert into a booking
- Perform ad-hoc individual projects upon request and according to the brief
