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Customer Service Advisor - Full time in Newcastle upon Tyne

Customer Service Advisor - Full time

4 - 40 hours per week

Job description

Job Purpose:

To deliver high levels of service across all communication channels within the holiday service team whilst meeting daily service levels.

To offer excellent customer service to internal and external customers and to support all holiday parks when required in a professional and efficient manner.

Have a confident approach to customer resolution and to take full ownership of customer issues liaising with park and central teams to resolve and conclude.

This role is part of a specalist team which has been invested in to speicfically deal with the surge in demand from customers who will need support exisiting bookings, payments, cancellations, refunds and overall general customer service.

Job Description:

  • Inspire and promote first class customer service and lead by example at all times across all channels when engaging with customers internally and externally.
  • Responsible for daily tasks within the service function including general logging of complaints, administration, filing and recording of white mail and raising and closing processes relating to refunds.
  • Support and communicate effectively with Senior Managers to ensure resolution of complaints within the agreed timeframe.
  • Escalate and resolve all aspects of customer issues in a confident and knowledgeable manner.
  • Engage in all aspects of communication via social, Trip Advisor and other review platforms to deliver a friendly and engaging tone of voice that best represents the brand.
  • The ability to deliver on targets for daily service levels within the function and to ensure that customer service response times are met by working with internal customers (park and central teams) to meet these deadlines.
  • Attend regular quality assurance and other training to support consistency and high standards of customer service.
  • Reception cover when required to support the central teams.
  • Support and assist the Park Support team when required by answering calls, customer queries and assist with accommodation moves and general enquiries
  • Liaise with the Web Team to gain an efficient working environment for a multi-skilled workforce able to deal with administration queries at first response.
  • Consistently seek out new personal development opportunities including pre-existing courses found in the internal training brochure.
  • Embrace and promote the Parkdean Resorts values through the effective use of various tools such as the "Creating Amazing Memories" training
  • On occasion you may be asked to perform additional duties or duties unrelated to your role after appropriate training has been given.

Personal Specification

  • Experience in a Customer Service based role
  • IT Skills - Knowledge of Microsoft Excel is essential
  • Organised
  • Process driven
  • High attention to detail
  • Passionate about delivering quality work and service levels
  • Experience of dealing with customer queries and issues in a professional approach

Extra information

Status
Closed
Education Level
Other
Location
Newcastle upon Tyne
Working hours per week
4 - 40
Type of Contract
Full Time Jobs
Profession type
Training
Full UK/EU driving license preferred
No
Car Preferred
No
Must be eligible to work in the EU
No
Cover Letter Required
No
Languages
English

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