Customer Services Advisor

Customer Services Advisor

Olympic Holidays is the award winning leading independent tour operator, we have been established for over 60 years. We are a specialist for Greece & Cyprus however we have grown to offer even more destinations and variety but keep to our specialist ethos by introducing properties that match our customers’ demands in the Canary islands and Balearic islands, Malta, Turkey and Madeira which have been carefully added to our portfolio as well as Goa and The Gambia.  We pride ourselves on our commitment to Quality, Service and Value.

Accountable to

Customer Services Manager

Location         

Head Office, 1 Torrington Park, North Finchley, London N12 9TB 

Job Purpose:       

To offer a professional telephone service to both travel agents and direct clients dealing with any after sales questions.  Managing requests for amendments and up selling on existing bookings. To manage all types of correspondences, email, letters, telephone for pre and post departure.

Duties and Responsibilities

• Understanding the terms and conditions of booking and being fully conversant with all products available.
• Dealing with all pre-departure issues such as flight changes and accommodation changes and effectively resolving any queries that arise.
• Dealing with in-resort and post departure queries, resolving where possible.
• Assisting with the customer documentation function, including telephone calls, letters and emails on this subject from clients and travel agents as well as internal departments.
• Demonstrate a sense of urgency depending on the volume of inquiries, and adapt and priorities as required.
• Using the Customer Service software programme and the in-house system (Atcom) to record all interactions with customers.
• Production of statistical reports as required by the manager.
• Amending client bookings and dealing with client inquiries.

Core Competencies

• Drives for continual improvement in team performance and encourages development of self and others, cultivating a collaborative and motivated team environment.
• Creativity and imagination.
• Excellent communication skills, with the ability to express a message clearly and persuasively
• Ability to influence, inspire and lead to achieve objectives.
• Deliver and present regular analysis and KPI reporting, focusing on key learning’s, provide market context or future opportunities which will assist in quick decision-making, assist in course correcting performance to mitigate risk.
• Ability to work flexible working hours.
• Consistently delivers against targets.
• Proven ability of use of initiative.

Hours of Work

37.5 hour week, Alternate weekends, flexibility to work evenings, weekends and Bank holidays required (time off in lieu as appropriate).

Pay & Benefits

• Salary - TBD during interview
• 21 days paid holiday (plus Bank/public holidays)
• Frequent educational visits to the Greek Islands
• Generous commissions on bookings
• Flexible working hours
• Holiday concessions
• Continual support and coaching provided
• Auto enrolment Pension Scheme
• Eye care vouchers
• Season ticket loan

The job responsibilities may, from time to time, be reviewed and amended in line with changing business requirements. The individual may also be required to assist other departments where the roles are suitable in line with an individual’s knowledge and skill set.

If you would like to apply, please email your applications to our HR Department.