Maura Ryan

Job description

Purpose of the job

The purpose of the Customer Support Executive role, is to assist the department within an administrative function. This includes working in a multi-skilled position across 3 different areas of the department, Confirmations, Customer Relations and Administration. The work includes liaising with internal and external customers and colleagues in order to resolve problems and ensure an effective and professional service delivery. This role involves working on a shift basis that will include some weekend work.

About the role
Principal Responsibilities

Results Orientation
 Resolve customer queries ensuring that the service delivered is efficient, prompt and professional

Customer Service
 Answer telephone and email enquiries regarding bookings, cancellations and amendments
 Issue vouchers to travel agents

Team skills
 Work collaboratively with Commercial and Contract Loading departments to resolve availability, allocation or loading issues

Problem Solving
 Assist with in-resort issues that require immediate resolutions such as accommodation changes
 Liaise with colleagues to troubleshoot and resolve administrative and customer problems
 Identify any issues within current working practices that might impact service delivery and identify solutions to ensure continual improvement

Administration
 Maintain the company database, checking for duplicate bookings and updating records
 Process administrative tasks on the company system ‘Back Office’ including: special requests, amendments, and cancellations

Key Relationships
 Travel agents
 DMC’s
 Sales XML department
 Commercial and Contract Loading department

Desired profile

An additional language is and advantage although not essential as our corporate language is English
 Experience working within the travel industry is highly desirable
Qualifications
 Grade A-C in Maths and English (GCSE or equivalent)

Essential Skills and Competencies

• An adept communicator with a good command for the English language and ability to liaise with
people on all levels
• Excellent literacy skills and a proficient computer user with experience of using Microsoft
office, internet and email systems
• Ability to manage multiple tasks and work to tight deadlines
• Proven administrative skills and a good attention to detail
• A methodical and organised approach to work
• Ability to work using your own initiative prioritising workload effectively
• Ability to effectively trouble shoot problems and work collaboratively within a team
environment
• Experience working within a similar role