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Customer Relations Executive

Date Posted: 12th September 2017

Job Description

Customer Relations Executive

Do you have a high standard of written and spoken English skills with a friendly personality and the ability to build rapport with individuals from all walks of life?

We are seeking an individual who has previous experience of letter writing and complaint handling within a busy customer facing role. You will need to have excellent attention to detail, be computer literate and able to work efficiently as part of a team. Experience handling large volumes of telephone and email enquiries will be essential for this role along with a positive and enthusiastic approach to all given tasks whilst providing excellent customer service at all times.

Previous experience within the travel industry would be advantageous.

Duties and Responsibilities

* Ensure a high level of customer service by telephone, email and written communication is maintained at all times.
* Investigate and resolve all complaints in accordance with standard procedure and industry guidelines, in a timely and fair manner, to achieve the best possible result for both the customer and the company.
* Maintain the highest level of written communications for pre and post travel correspondence.
* Ensure all communication is 100% accurate and fully addresses all points raised by the customer.
* Ensure all passenger correspondence received by email or letter is logged correctly onto the in-house booking system in a timely manner.
* Demonstrate a sense of urgency depending on the volume of enquiries, and adapt and prioritise as required.
* Demonstrate an empathetic but fair manner when dealing with telephone queries to aim to effectively resolve the issue.
* Communicate effectively with other departments, the on board team and external partners.
* Build a good relationship with the on board teams to gain an in depth understanding of the customer experience on board.
* Continually develop and increase product knowledge by assisting with turnarounds, where possible and regular visits on board the vessels.
* Allocating compensation, once agreed by management.
* Reporting figures to management (a good level of Excel will be required for this function).
* Filing and administration duties.
* Responsibility for covering the 24/7 Emergency line - This includes having both the company blackberry and laptop, on a rota basis.
* On occasions attending turnarounds at various regional ports and assisting the Shore Side Operations Manager with turnaround duties.

The Package

* Annual salary of £18,000- £20,000 per annum dependent on experience
* Workplace pension scheme
* Concessionary travel following six months of continuous service
* Staff discounts on products
* 22 days holiday + bank holidays, increasing each year (capped at 28 days)
* Career progression

  • Job Ref: HB/cre
  • Job Type: Permanent
  • Location: Grays, Thurrock
  • Salary: GBP18000 - GBP20000 per annum

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