Customer Care Executive

• Ensuring every customer receives outstanding service resulting in positive reviews online about our business
• Handling a high-volume of incoming calls from customers and agents regarding documentation and booking queries
• Ensuring telephone enquiries are dealt with in a helpful and precise manner, ascertaining requirements and actioning any changes as requested by the customer
• Prioritising and actioning a high-volume of e-mails effectively
• Pricing, quoting and administering booking amendments as requested by the customers
• Investigating booking anomalies and irregularities to resolve these efficiently
• Chasing relevant colleagues or suppliers for documentation/confirmation
• Effectively managing and resolving escalated issues

• Fulfilling any critical/crisis support as directed by Manager
• Actioning significant and non-significant changes to flight schedules and working with airline partners to find and confirm the best suitable alternatives for customers at the best price to maximise profitability
• Discussing different options with customers to ensure they are happy to continue with their holiday arrangements and administering all changes on the booking system

• Travel experience (essential)
• Customer service experience in a fast-paced office environment (essential)
• GDS experience with Galileo (desirable)
• Experience in dealing with conflict resolution

The successful candidate will be able to demonstrate the following attributes:

• Target-Oriented: Highly motivated by achieving goals and thrives in a performance-driven environment.
• Meticulous: Maintains exceptional attention to detail, ensuring accuracy across all aspects of the booking process.
• Strong Communicator: Possesses excellent verbal and written communication skills, with the ability to build rapport quickly and effectively.
• Quick Learner: Adaptable and able to absorb new information swiftly, including systems, products, and processes.
• Proactive & Positive: Self-motivated with a can-do attitude, consistently bringing energy, enthusiasm, and initiative to the role.

• Excellent telephone manner
• Skilful with Microsoft Office (Word / Excel)
• Excellent numeracy and literacy skills
• Ability to manage a diverse range of duties simultaneously
• GCSE English and Maths: Grade 4 or above (or equivalent)

• GCSE English and Maths: Grade 4 or above (or equivalent)

This is a Full-Time position based in Chester office where you will be required to work 37.5 hours per week, Monday - Friday

To apply please send your CV and covering letter to recruitment@holidaygems.co.uk