
Customer Support Assistant
Newcastle/HybridAn exciting opportunity has arisen for a Customer Support Assistant to join our Operations Team. This a Hybrid, full time role based on 40 hours per week.
Role Summary
The main focus of the role is to assist customers with queries and changes to existing bookings, actioning additional extra requests and providing excellent customer service verbally and written.
Responsibilities
To ensure an excellent standard of customer service is provided at all times over the phone, emails and all other communication channels.
To focus on maximising all sales opportunities through customer interaction and following up all quotes to secure sales.
Advise clients of amendments to their travel arrangements.
Achieve all monthly KPI’s and targets.
Proactively identify, take ownership and resolve customer queries in a timely manner.
Overseeing emails accordingly to priority levels and sequence, responding appropriately where required.
Responsible for all processes including customer documentation, or other products appropriate to this role and checking for accuracy prior to booking.
Action all enquiries and booking queues including but not limited to; scheduled changes, booking amendments, adding ancillaries, special requests and general queries.
Build strong business relationships with our key suppliers.
To form part of the Crisis Team and provide support out of hours where necessary.
To take client payments and process correctly. Extend overdue balances in line with supplier terms and conditions as well as our own.
Skills & Experience
Exceptional customer service skills with experience of working in a customer focused environment.
Outstanding written and verbal communication skills along with an excellent telephone manner.
Excellent listening and empathetic skills with the ability to anticipate customer needs.
Excellent attention to detail.
Flexibility in approach to working tasks with the ability to multi-task and prioritise workload.
Ability to work on own initiative and as a member of a team across multiple areas of the business.
Excellent organisational skills.
To have a flexible approach to the business needs.
Ability to use Microsoft packages – e.g. Word, Outlook, Excel.
Ability to work across all levels and functions of the department.
Resilience to deal with complex queries in a fast-paced environment.
To follow all Company policies and procedures including Health and Safety.
To ensure the Company values are demonstrated at all times.
To treat all employees, customers and suppliers with dignity and respect.
To undertake any other duties that may fall into the job criteria. This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved.