We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu. We are looking for people who are passionate about delivering the highest standards of service to our customers with proven customer care experience within the Cruise Industry.
As a Customer Care Executive, you will handle calls and emails from customers once their booking is completed and will deal with any additions and alterations to bookings.You will communicate with sales staff and suppliers to rectify any problems that may have arisen.

SKILLS AND EXPERIENCE

• Strong verbal and written communication skills
• 2+ years proven history in a Cruise Customer Care role
• Strong understanding of our products
• PC Literate – knowledge of Word, Excel, and Outlook
• Basic knowledge of ABTA/ATOL regulations
• Excellent time management skills
• Ability to work under pressure and independently
• Organisational skills are essential to this role
• Ability to communicate effectively both internally and externally at all levels
• Able to multitask by taking calls, chats, and responding to emails
• To undertake any other duties or projects as required by your line manager, appropriate to your role.

KEY RESPONSIBILITIES:

• Effectively fulfilling the booking once the sale has been made
• Answering customer queries by phone and email
• Resolving problems of customers on holiday
• Calming and advising customers appropriately
• Handling of customer complaints
• Liaising with tour operators
• Booking cancellations and transferring of sailings
• Supporting customers via an online web chat system
• Negotiating between our customers and operators
• Completing additions and amendments to bookings
• Logging notes of all communication
• Ancillary Sales and seeking up-selling opportunities
• Cross-selling clients to alternative holidays
• Identifying and rectifying causes of problems
• To undertake any other duties or projects as required by your line manager, appropriate to your role.

BEHAVIORAL ROLE FIT:

• Professional nature
• Proactive & enthusiastic
• Supportive
• Team player