This company has been providing market-leading holidays for more than 40 years. They are true rail holiday specialists and no other company offers a better choice of inclusive holidays by rail than they do. They are absolutely committed to ensuring every holiday meets and exceeds expectations and as a result their valued customers travel with them year after year.
They now have an exciting opportunity for a highly motivated and experienced Customer Services Assistant who will work in an award winning and highly customer centric business in the heart of York’s city centre. Reporting to the Team Manager, some of the activities that you will be responsible for include:
- Handling telephone calls from potential & existing customers ensuring their needs are met in a professional and efficient manner
- Carry out mobility checks to ensure the customers mobility expectations are met where possible giving a day by day run through of itinerary ensuring mobility issues are handled with care and sensitivity
- Conducting out-bound calling, responding to email enquiries and written communication to ensure customers have all the information they require to make informed decisions on their holiday and are kept up to date with any changes
- Supporting the administration of holiday cancellations and handling account queries, discussing other available options with the customers when a transfer is in order to retain their custom where possible
- Facilitating the Incident Report process ensuring customers are supported
- Contact customers to follow-up and resolve over-due payments of balances or deposits
- Prepare and dispatch customer documentation ensuring all information and documentation is correct.
- Supporting customer services on a rota basis. Hours will be allocated Monday to Sunday and applicants must be flexible in their working hours. Weekend working is a mandatory requirement.
Attributes:
- Proven experience of working in a customer focused environment with a strong emphasis on customer service
- Experience of working in a busy telephone environment and telephone experience in relation to inbound and outbound call handling
- Strong interest in travel with good geographical knowledge
- Strong customer service abilities and proven administrative skills
- Capable of following written and verbal instructions and possess a clear and concise approach in verbal and written communication
- Able to work under pressure to meet strict deadlines whilst exhibiting excellent attention to detail
- Excellent written English and numeracy skills
- Good general education and knowledge of Microsoft software packages
The role is 22.5 hours per week to be worked 7.5 hours over 3 days between our current opening times from Monday to Sunday. Candidates should have the flexibility to work any 3 days in any week. Fixed working hours will be considered after successful completion of the training/probationary period, providing it meets current business needs.