Customer Care Executive

at  Club Med SAS

ABOUT US:

Founded in 1950, Club Med is the pioneer of premium, all-inclusive holidays. Over the past 75years, we have consistently innovated, and now operate nearly 80 ski and sun resorts across Europe, Asia, Africa, the Americas, and the Caribbean, as well as the ‘Club Med 2’ cruise ship. We provide a unique All Inclusive holiday experience, offering our guests an upscale, friendly, and multicultural environment in our resorts.
Our success is driven by our commitment to exceeding customer expectations and creating unforgettable experiences.

JOB OVERVIEW:

We are seeking a Customer Care Executive to join our dynamic team at the Club Med London Office for the UK, Irish, and Nordics markets. This role presents an exciting opportunity for individuals who are passionate about delivering exceptional customer service and gaining valuable experience in the travel and hospitality industry.

QUALIFICATIONS:

• Bachelor’s or master’s degree program, preferably in Hospitality Management, Tourism, Business Administration, or a related field.
• Excellent communication skills, both written and verbal, with a professional and friendly demeanor.
• Strong customer service orientation with a genuine desire to assist and support customers.
• Ability to multitask and prioritize tasks in a fast-paced environment while maintaining attention to detail.
• Proficiency in Microsoft Office applications (Word, Powerpoint, Excel…)
• Fluency in English; proficiency in French is a plus

Assist Customers: Respond promptly and professionally to customer inquiries via all communication channels, providing accurate information about Club Med resorts, packages, and services.
Handling pre & post departure claims: Address any claims or issues that arise before or after customers depart for their Club Med holidays including but not limited to complaints regarding T&Cs or service level received from the teams or complaints regarding the customers’ stay following Club Med processes. Manage the entire process of claim resolution, from initial contact through to resolution and follow-up.
Problem resolution: Address customer concerns and complaints effectively, striving to achieve prompt resolution and ensure customer satisfaction, adhering to Club Med policies and procedures.
Product Knowledge: Maintain up-to-date knowledge of Club Med T&Cs, processes and policies to provide informed assistance and guidance to customers.
Documentation: Maintain accurate records of customer interactions, transactions, and resolutions in our CRM system.
Collaboration: Collaborate closely with other departments, including Sales, Marketing, and Resort Operations, to ensure seamless communication and coordination in addressing customer needs and claims.
Continuous Improvement: Identify opportunities for process improvement and contribute ideas to enhance the customer experience and operational efficiency.
Feedbacks: Gather post-call and post-stay feedback from customers, addressing any concerns, and maintaining positive relationships for future bookings and liaising with sales teams and resorts for operational improvements.
Reporting: Provide management with reporting on claims management but also feedbacks from customers and ad hoc reporting on demand.