Customer Care Executive

Who we are looking for:

We are looking for dynamic professionals who are passionate about customer service and enjoy working in a fast-paced environment where hard work is rewarded. You will use your exceptional communication skills and personal service to build rapport with customers to resolve queries effectively to maximise future repeat custom.

Key Responsibilities

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

Other Responsibilities

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

Experience

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 Person: Essential Knowledge, Skills and Abilities:

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.

Skills and Knowledge:

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)

Qualifications

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

Core Benefits*

Competitive salary
Company pension scheme
22 days holiday, rising by 1 day per year (up to 25)
Enhanced pension
Enhanced maternity & paternity
Learning & development funding
Life insurance

Additional Benefits*

Health & Wellbeing Hub (including EAP)
Long Service Awards
Staff travel discounts
Company social events
Employee discounts platform
Eye care eVouchers
Friendly working atmosphere
On-site parking
Casual dress code

Destination2 Ltd, HolidayGems Ltd, Citalia, Sovereign and American Holidays are part of the Travcorp Holdings Ltd group and are the most innovative and progressive Online Tour Operators in the UK selling holidays nationwide to a variety of long and short haul destinations.

Apply by sending a CV and covering letter to recruitment@destination2.co.uk

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