Customer Service Executives - Day/Evening/Weekend shift!!

My client, a very well known and established, employee focused company based in Cambridge, is looking for Customer Service people!

As Customer Service Executive you will be responsible for handling pre and post booking  enquiries and provide excellent levels of customer service to resolve hotel and customer queries.

They are looking for candidates to cover their Day, Evening and Weekend shifts:

*DAY shift pattern - 7 hour shifts from 7am-10pm. These hours are normally between 7am and 6pm but include a maximum of 3 evening shifts (2-10pm) per month. Candidates will be required to work 1 Saturday and 1 Sunday per month, which you will receive an additional payment for. 

*EVENING shift pattern - working within the hours of 2pm to 10pm (Monday to Friday), working 35 hours per week. Candidates will be required to work 1 Saturday and 1 Sunday per month, with a shift between the hours of 7am and 9pm.

*WEEKEND shift pattern - this is a 4 day weekend shift pattern, with hours ranging from 8am to 6pm on weekdays and 7am to 9pm Saturday and Sunday (working Thursday/Friday/Saturday/Sunday OR Saturday/Sunday/Monday/Tuesday).

The role is ideal for an enthusiastic customer services and sales professional. Ideally you will have some  customer service experience, preferably within the travel industry or within a similar customer facing/call centre environment. You will be a positive and motivated team player with a can-do attitude to any task at hand, with the ability to communicate effectively and efficiently to our customers at all times. 

Responsibilities:

Act as main point of contact with the hotel and manage relationships with the hotels by providing high levels of customer service and account management support

Answer any incoming queries from the hotel (system problems, reservations, over-booking and invoicing)

Answer any incoming queries (about the system and reservations, etc) from customers

Handle and resolve hotel and customer complaints efficiently, whilst seeking guidance from the Customer Care Team Leader where necessary

Represent the company in a professional manner to both the external and internal customer

Manage customer complaints regarding overbooking and hotel amenities/services in a professional manner, resolving the problem through the most effective means

Provide guidance to hotels in utilising and optimising our systems

Liaison with the appropriate departments to gain relevant information, resolve problems or provide support

Ensure timely follow-up with, hotel providing thorough feedback

Resolve any issues/complaints that have been detailed on the incoming guest reviews and take appropriate action (if necessary)

Ensure that all administration is completed

Required Experience:

5 GCSE’s (or equivalent) A-C

Some work experience or similar in a customer facing role (gained in any industry)

Good customer service experience

Call centre / telephone handling work experience

Strong written and verbal English communication skills

Articulate with excellent telephone manner

Efficient, organised and able to work on your own proactive initiative

**If this sounds like you, please email your CV to me, specifying which shift (day, evening or weekend) you would prefer to work**