Customer Experience Assistant

Job description - Customer Experience Assistant
An exciting opportunity has opened up in the TruTravels Customer Experience team in our UK office in Kingston-upon-Thames.
Who we are
We’re TruTravels, a travel company with a difference… We don’t do average. We only do mind-blowingly awesome experiences. Our trips simplify life by including all accommodation, activities and transport, creating a hassle-free travel style designed to give young people the most amazing experiences of their lives. Our customers spend more time having fun and less time worrying about budget. Our laidback and youthful approach makes our customers feel at ease in unfamiliar surroundings and connected to a group of people who have now become their family. In a nutshell, we offer life changing experiences. Game changing travel.
What you’ll do in the Customer Experience Team
You’ll be our connectors, creating that first and lasting impression on all customers. You’ll offer relentless customer service by building relationships with our travelers with the aim to simplify life and offer a hassle free booking service as well as offering continual support during and after their trip. Your knowledge and passion creates a bond with travelers that leaves them feeling confident and excited for their adventure of a lifetime.
The requirements for the role are:
Experience in customer facing roles.
Confidence in speaking to people from all over the world.
High level of accuracy and attention to detail.
To be forward thinking and always looking for ways to improve the department.
Strong organisational skills, with ability to multitask and meet deadlines in a fast-paced and often crazy working environment.
Ability to work independently and take initiative to make decisions when necessary.
International travel experience and strong geography knowledge is key. Especially in our key destinations.
A fun outgoing personality.
Never taking yourself too seriously.
A want to help people and to get them excited about their upcoming trips.
As part of o
ur Customer Experience team, y
ou’ll focus on:
Preparing people for their upcoming trips.
Provide all info on Visa’s, best airports to fly in to etc.
Improving efficiencies within the department.
Be an expert on all pre-arrival info.
Call customers after booking their trip to introduce them to the BYG team.
Chase missing passenger info such as flights, insurance & passport details.
Sending out Welcome emails and directing customers online account area.
Troubleshooting any account issues within a customers login area.
Encouraging people to interact in the chat groups before their trip.
Maintaining all pre-departure pack information is correct.
Ensuring Travel Ninjas have all the information they need on each customer before they travel.
Working closely with our operations teams all over the world to ensure they have correct information on customers before their trips.
Speaking with customers on live chat and phone.
Assisting with collecting reviews from customers after their trips across various platforms.
Dealing with any on tour issues that come in to the UK issues that come in to the UK.
Other information
Working alongside Sales team
Reporting to Sales Manager
Working closely with all country operations teams
Job Type: Full-time - Based in our Kingston office 3 days per week.
PLEASE ALSO INCLUDE A COVER LETTER EXPLAINING WHY YOU WANT TO WORK AT TRUTRAVELS TO ##### / ##### - APPLICATIONS WITHOUT A COVER LETTER MAY NOT BE CONSIDERED