Customer Experience Consultant – Targu Mures, Romania

Europe

April 19, 2022

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Job Purpose

Working as part of one of our Specialist Functions within the Customer Services Team this role is focused on handling all past booking queries from our customers and partners. A Customer Experience Consultant should be able to provide support in an effective, cost efficient and customer orientated way ensuring excellent customer service is always delivered.

 

Job Title: Customer Experience Consultant

Department: Customer Experience (Customer Services)

Location (primary): Targu Mures, Romania

 

Key Responsibilities

  • Acknowledge all enquires received within specified service standard requirements.
  • Ensure that all requests received are investigated and a conclusion is reached within specified service standard requirements.
  • Provide resolutions to cases in an effective and timely manner, maintaining a high level of service.
  • Provide resolutions to cases as requested by the companies SLA.
  • Liaise with hotel partners to resolve all allocated enquiries.
  • Update the various booking platforms with email communication, actions taken, relevant documents received, and financial details.
  • Update the different back-office systems with email communication, phone communication, actions taken, relevant documents received, and financial details.
  • Ensure that customers are updated with the progress made, within specified service standard requirements.
  • Follow up and negotiate with hotel partners where losses have been incurred and fault can be attributed to them.
  • Accurately fill in the loss report when this is required.
  • Maintain, improve, and build on relationships with existing/new partners (clients and hotel partners).
  • Always follow the Customer experience procedures.
  • Always deliver the highest level of customer service.
  • Deal with the general administrative duties attached to the role.
  • Attend presentations and workshops as requested.
  • Achieve targets and assist with escalated cases.
  • Prepare for your monthly meetings and provide relevant topics for each meeting.
  • To offer general support to the other team members and to other departments if needed.
  • Maintain and build on relationships with existing customers, and suppliers and build new relationships with customers and suppliers.
  • Task distribution
  • Any other reasonable requests from the Customer Care Team Leader or the department Head.

 

Key Measures

  • Monthly KPI’s and scorecards
  • QA scores
  • Revalida Quarterly knowledge testing

 

Essential Qualifications and Knowledge

  • Experience working in a customer facing role (required)
  • Fluency in spoken and written English (required)
  • One other European language (preferable)

 

Essential Experience, Skills and Behavioural Requirements

  • Accuracy, research skills and attention to detail.
  • Stamina and persistence.
  • Strong communication, interpersonal and client relationship management skills.
  • Strong negotiating and influencing skills.
  • Strong analytical skills.
  • Problem solving abilities.
  • Team working skills.
  • Ability to organise and plan effectively and to prioritise tasks to manage multiple activities and meet deadlines.
  • Ability to work under pressure and to tight deadlines.
  • Willingness and ability to take ownership for decisions.
  • Initiative to achieve the best result.
  • Ability to follow through to a conclusion all tasks dealt with.
  • Customer orientated.
  • Ability to organise and plan effectively and to prioritise tasks to manage multiple activities and meet deadlines.
  • Always be open to changes in your day-to-day tasks and procedures.

 

Desirable Qualifications and Knowledge

  • Travel industry and/or Call Centre experience.

 

Download:  Job Description – Customer Experience Consultant – Targu Mures, Romania

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