Customer Service Agent

Do you have call centre experience? Are you used to dealing with a high level of calls and offering a fantastic level of customer service? Keen to get into the Travel & Tourism industry? Look no further! We are working with a Luxury Tour Operator, who are looking for a Customer Service Agents to join their growing team in the heart of London.

• Providing an exceptional customer experience by demonstrating a detailed knowledge of company products, promotions, services, packages and pricing.
• Strive to resolve all queries at first contact.
• Ensure that appropriate customer issues are escalated or redirect to the correct area of the business.
• Providing the best outcome for all parties with the customer in mind at all times.
• Ensure that all customer contact is accurately captured and recorded.
• Ensure customer contacts are resolved within the specified time frames.
• Ensuring that quality and productivity KPIs are achieved in line with business objectives.
• Ensuring that minimum requirements are met for individual QA assessments.
• Strive for customers to consider all contact with the company as an exceptional experience.
• Ensuring that customer feedback is sought on how the customer experience can be improved.
• Ensuring an on-going focus on personal and professional development in line with business objectives.
• Actively provide feedback to the leadership team on how service, systems, and processes can be improved Ensure that all rostering, and availability commitments are met.
• Ensure that an exceptional knowledge of promotions, products, and services is developed and maintained.
• Handle multiple, and simultaneous contacts across all contact channels.
• Ensure customer contacts are resolved within the specified time frames.

• Previous Customer Service experience, within a Call Centre environment
• Previous experience in the Travel industry (desirable)
• Excellent written and verbal communication skills.
• Ability to build customer loyalty by providing an exceptional level of customer service and satisfaction.
• Proven ability to manage the stresses of working in a high pressure and rapidly moving work environment.
• Ability to rapidly acquire knowledge of the company products, promotions, services, packages and pricing.
• Proven ability to meet KPIs in a demanding and high-pressure environment.
• Exceptional level of attention to detail.
• Proficient typing skills (touch typing preferred).
• Excellent customer service skills including; conversation control, written etiquette, handling multiple conversations at once, queue management and the ability to deliver timely and accurate information.
• Demonstrated ability to quickly identify issues and clearly state solutions and/or recommendations.
• Ability to engage with all parties to discuss issues in a positive and constructive manner.

• A salary of 30,000 + bonus
• Opportunity to work a mix of office and homebased Travel discounts
• Opportunity to work for a growing luxury travel brand