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Customer Service Representative

Ref: JN -022020-69820
Up to GBP18000 per annum + Excellent Benefits
UK, Surrey
Business Support, Business Support
7th February 2020
Job Type

Customer Service Representative

Weybridge, Surrey

Full Time, Permanent )Working on a shift pattern, weekends will be worked on a regular basis)

£18k plus Benefits

Our client is a luxury leisure/hospitality company, based in Weybridge, Surrey, who provide tailored cruises for celebrity clients. Working within a multi-skilled inbound and outbound contact centre team, this role is to support direct guests and agents. The role covers guest and agent contacts from initial Sales enquiry all the way through the air and service touch points to the guest departing for their cruise holiday.

The primary focus of the role is to achieve revenue targets, deliver a premium service to guests and to ensure retention of high-value guests, through every call, email and guest interaction. To ensure that personal and team KPI's and objectives are met whilst staying true to the brand vision and core values.

Key Accountability's

  • Working towards revenue targets, convert Sales enquiry calls into bookings using in-house reservation system
  • Focusing on 'right guest, right ship, right price'
  • Servicing existing bookings through in-house Reservation System, to match customers' needs
  • Servicing air enquiries, using all of the relevant air booking tools (AS400, Choice Air, Amadeus etc)
  • Accountable for taking full ownership of guest issues, 'I can solve this for you'
  • Perform against weekly/monthly department/personal KPIs
  • Through regular monitoring, feedback and the QA process, ensure that high-value guest enquiries are being converted and retained through their service experience
  • Delivering a personalised and premium level of customer service for every Celebrity guest contact, including all phone and off phone contact
  • Effectively handle guest complaints to prevent complaint reoccurrence
  • Provide a first call resolution by pre- empting the callers next question and to prevent unnecessary calls


  • Experience within the travel industry. Particularly within a cross-functional customer service/sales/operational environment
  • Experience of guest complaints desirable
  • Good attention to detail
  • Ability to multi-task and work under pressure
  • Excellent interpersonal and communication skills
  • Flexible, approachable with a passion for the business

To apply for this position today please click on the link below

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