Customer Services Executive

We are seeking an individual committed to providing excellent customer service to join the team at our Clapham office. The ideal candidate will address customer concerns promptly, ensuring positive outcomes for both our clients and Oliver's Travels.
Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying.
The Customer Service Executive is a rewarding position and plays a key part in managing customer feedback, collaborating closely with our suppliers and property owners to swiftly resolve issues. Your primary focus will be to restore customer trust in Oliver's Travels, leaving them with a lasting positive impression of our brand.
Candidates must have a genuine passion for delivering outstanding service. Prior experience in resolving customer complaints, as well as strong verbal and written communication skills.
This full-time position requires a commitment to a shift-based schedule, including weekends, as our operations run seven days a week. Our working hours are 9am-5.30pm with a minimum of 3 days in the office including a mandatory Wednesday.
What you’ll be doing:
· Dealing day to day with customer queries and complaints, providing a high level of customer service in an empathetic and understanding manner
· Investigating and solving customers' problems, which may be complex or long-standing issues that have been passed on by other members of the team
· Dealing with online reputational management
· Make decisions in respect of compensation payments, while retaining commercial awareness.
· Keeping accurate records of discussions or correspondence with customers
· Monitor feedback for poor product performance to report to the relevant department to ensure improvements for the future.
· To have an excellent understanding of the company’s product and policies to be able to communicate to our customers.
What you need (experience and skills):
· Experience of successfully resolving customer complaints. At least one-year previous experience in a customer service role.
· An insatiable appetite for impeccable customer service
· Outstanding people skills and an impressive client focus to build lasting relationships with clients and owners alike
· Strong communication skills that allow you to inform, help and advise customers clearly and in a manner that make clients feel loved.
· First-class English language skills, both written and verbal, essential
· Listening skills, to understand exactly what customers require
· Confidence, patience, politeness, tact, diplomacy, and problem-solving skills when dealing with difficult situations. Confident and professional telephone manner.
· Creative thinking, to be able to come up with new ideas to improve customer service standards
· Organized, efficient and an ability to work well under pressure. Ability to work quickly and accurately in a fast-paced environment
· Planning skills to develop customer service policies
· A passion for travel
We'd also love to see (but it's not a requirement):
· Previous experience in travel.
Additional Information:
· You’ll be working in a team of hard-working and passionate travellers from a range of countries in our Clapham office where breakfast, drinks and early finish Fridays all on the company!
· Working hours are 9am-5:30pm, Monday to Friday - seasonal weekends would be required.
· This is a hybrid role with a minimum of 3 days in the office each week
· Competitive salary plus Bonus