Job title: Customer Operations Advisor

Reports to: Customer Operations Team Leader

Location: Homeworking

Function: Contact Centre

Sub Function:  Customer Operations

Job purpose:  Our Customer Operations Advisors are responsible for delivering a consistent world class customer experience by handling customer contacts through a variety of methods including voice, live chat, social media and email. You will work in a fast-paced contact centre environment, where we want you to be truly passionate about travel and have an unrivalled desire to become the expert in your field. You will use this knowledge and expertise to build positive relationships with your customers and be an ambassador for ThomasCook.com

Key accountabilities and decision ownership:

  • Delivering world class service to our customers no matter how they chose to contact us, delivering first time resolution at all times
  • Handling customer contacts at various touch points throughout the customer journey from searching for their holiday through to making their booking, before they travel to whilst on holiday all the way to when they return home
  • Fully understanding our ways of working so that you can problem solve on the spot, demonstrating confidence to our customers through your knowledge expertise and approach
  • Building long lasting relationships with our customers which drives sales results
  • Building relationships with our partners/suppliers
  • Ability to multi-task, working in a fast paced, ever changing environment
  • An unrivalled passion and drive to continuously learn about anything that will enhance your expertise in your role allowing you to make recommendations and design holiday experiences for your customers. Proactively sharing your expertise with your customers and colleagues
  • Proactively providing feedback and making recommendations to improve ways of working and our customer experience
  • Adherence to all processes and policies

Key performance indicators:

  • Achievement of all individual and departmental targets and KPI’s for sales, service and contact centre measures (such as booking conversion, NPS, hold time etc)
  • Achievement of learning goals set

Skills, know-how and experience:

Must have:

  • A strong passion for travel and travelling
  • Positive can-do attitude
  • Experience of working in a fast-paced target driven sales and service environment
  • Strong passion for continued learning
  • Drive for achieving results
  • Strong IT skills and the ability to use multiple systems at one time
  • Confidence and effective communications skills
  • Strong organisational skills and the ability to multi-task

Preferred but not essential:

  • Experience of travelling yourself
  • A-C in Maths and English at GCSE level (or equivalent)

Technical / professional qualifications:

  • None required

Direct reports:
None

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This Job Description outlines key accountabilities – all employees are expected to be flexible regarding their accountabilities and may from time to time be asked to carry out other duties to ensure achievement of company targets