Customer Service Advisor

Customer Service Advisor

Job Title: Customer Service Advisor
Contract Type: Permanent
Location: Market Harborough, Leicestershire
Salary: £17,000 - £18,000
REF: 897087
Contact Name: Poonam Sharma
Contact Email:
Job Published: over 1 year ago

Job Description

Outstanding customer service can make the difference between an ordinary holiday and an unforgettable trip of a lifetime. On behalf of an award-winning tour operator, we're recruiting for advisors with a positive, problem-solving approach, and a commitment to delivering a seamless booking experience.

The successful applicant will join a friendly and hardworking team, dedicated to building the perfect itinerary for each and every customer.

Based within a spacious open-plan building, the role offers a range of benefits including free parking and a generous holiday allowance. Employees can also make use of a fantastic staff discount to plan their next international adventure.

Duties and responsibilities:

  • Handle inbound customer calls efficiently in order to resolve queries; gathering customer information, special service requests
  • Actively up sell and cross sell ancillary products/services in order to maximise revenue
  • Make outbound calls as directed including offer advice and expertise during all calls
  • Liaise with internal colleagues as appropriate if a call requires wider investigation
  • To understand, challenge and suggest improvements to processes to ensure customers are given the best possible experience
  • Update customer booking notes carefully and thoroughly after each enquiry ensuring relevant departments are notified if necessary
  • Diary follow up tasks to ensure the best customer experience is delivered every day
  • Answer all calls promptly and politely in line with departmental SLA's and Data Protection guidelines
  • Strictly adhere to the roster schedule for breaks and meetings to ensure maximum productivity on the telephone
  • Attend team meetings and individual 1-2-1 sessions, preparing self in advance
  • Attend training and product briefing sessions throughout the year to continually improve knowledge
  • Highlight trends from incoming enquiries to help the department to improve the customer journey
  • Assist with general administration duties and projects as requested by the Manager

Skills and experience required:

  • GCSE level or equivalent including Maths and English
  • Minimum 6 months' experience within a customer service position
  • Excellent communication and customer service skills
  • Experience of working in a quality and target driven environment
  • Good PC skills with experience in Microsoft Office (including Outlook, Word and Excel)
  • Good time-keeping and punctuality is essential
  • High levels of accuracy and attention to detail
  • Interest in travel, with destination-specific knowledge being an advantage

Hours of work:

  • Working 37.5 hours per week on different shift patterns during the opening hours of the department
  • The opening hours are Monday to Friday 9am - 6pm, Saturday 9am - 5pm

Salary and benefits:

  • £17,760.53 increasing to £18,037.00 on completion of a 6-month probationary
  • Pension 2% contribution
  • Staff discount
  • Free parking
  • 25 days annual holiday + 8 bank holidays