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Customer Support Executive

Posted 5 January by You Travel Ended

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, In Resort 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 us:

A part of the FTITouristik Group; Youtravel is an accommodation supplier to the travel trade. As one of the
key players in the UK market with an ever expanding international presence, we transact daily with a
database of Tour Operators and Travel Agents and have a portfolio of around of 8,000 hotels.

Current destinations we operate within include, popular Mediterranean holiday hot-spots such as; The
Canaries, Spain, Greece, Turkey, Portugal, Italy and Cyprus , further afield resorts such as Azores, Egypt,
Morocco, Tunisia and Lebanon, and long-haul destinations such as USA, the Caribbean, Thailand, the UAE
and Oman.

Youtravel is the main accommodation distributor for and a subsidiary of FTITouristik, the third largest
Travel Operator in Germany.

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


. Maintain the company database, checking for duplicate bookings and updating records
. Process administrative tasks on the company system 'BackOffice’ including: special requests,
amendments, and cancellations

Key Relationships:

. Travel agents
. DMC’s
. Sales XML department
. Commercial and Contract Loading department

About you:

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

Desirable Skills and Competencies:

. An additional language is desirable although not essential as our corporate language is English
. Experience working within the travel industry is highly desirable


. Grade A-C in Maths and English (GCSE or equivalent)

Required skills

  • Customer Service
  • Office Skills

Reference: 34149657

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