Customer Service Advisor

CUSTOMER SERVICE ADVISOR

• Are you passionate about providing consistent WOW moments for customers and instilling this passion within a team of co-workers?
• Can you build life-long relationships with each and every customer – one phone call at a time?

We are on a mission to provide the highest level of customer service, support and care that results in not just loyal customers but makes them into Raving Fans. We are the world’s leading open-water swimming holiday company and offer tours to over 40 worldwide locations. With a high repeat rate, we already have many loyal customers.

And we want even more.

We are looking for a quality Customer Relations Advisor to join our team, based in our offices in Brighton, UK.

You will be part of the Customer Relations Team, delivering outstanding customer service to all guests resulting in increased retention rates through brand loyalty. This is achieved working via an offline call centre and online reservation booking system.

Your role will touch customers in every possible segment, from the curious open water swimmers to the dedicated open water athlete, in UK, Europe, Australia, NZ and the USA to name a few.

The key responsibilities of the role are:

• Handling guest enquiries and ensuring that they receive prompt, accurate and quality communication in regards to their queries and bookings;
• Handling general customer/sales administration, including correspondence with guests, follow up communication and lead chasing;
• Handling guest feedback, including creating, sending and analysing post-trip surveys;
• Pass on all appropriate customer and supplier feedback to the relevant departments that will further enhance the customer experience and quality of all SwimTrek products;
• Complaint handling and acting upon guest surveys;
• Being aware of the performance of individual products against targets;
• Taking a commercial approach when recommending products to a potential guest;
• Supporting the Customer Service Team Leader with administrative and customer service tasks, as required;
• Assist with managing the day-to-day workloads and tasks within the department;
• Maintaining high-standard filing practices for both physical and digital information;
• Using Microsoft Office suite to support the day-to-day operation of the department;
• Assisting with improving efficiency within the department and the business as a whole;
• Assisting other departments with general office administration tasks, as required;
• Creating a working environment that supports efficient business operation and staff satisfaction;
• Internal communications – ensuring consistent and motivating internal communication levels are maintained;
• Assist with training and professional development of new starters and other employees, as required;
• Assisting with events, as required.

Required Skills and Experience

• At least 1 year experience working in a customer service position
• Excellent verbal and written communication skills
• Pro-active approach to work, with a keen eye for detail
• Ability to multi-task and manage time effectively
• High level of initiative and ability to work independently
• Self-motivated and flexible approach to work
• Ability to work under pressure, think ahead and prioritise tasks appropriately
• Good I.T. skills, including a working knowledge of all Microsoft applications
• Ability to quickly learn new skills and systems
• Friendly and enthusiastic, with strong interpersonal skills
• Flexibility with working days and hours

In addition to the above skills, experience in the travel industry and an interest in open water swimming would both be preferable, however these are not essential for the correct candidate.

The list of responsibilities should not be considered exhaustive. You may be required to undertake various other duties as reasonably required.

Along with the salary, the role includes company benefits and is available for an immediate start.

Interviews will be conducted on a rolling basis as applications are received.

Please forward your CV with a cover letter, including an example of when you have gone above and beyond the expectations for a customer.