dnata

  • Abergele
The Global Travel Group has been inspiring people to run their own travel businesses since 1992 and now has over 350 members. As a member travel agency businesses benefit from Global Travel Group’s licences and buying power as well as on-going support from the support teams based at our Head Office in Sandycroft, just outside Chester.



We are now recruiting for a Customer Service Executive, based in Sandycroft (Deeside). To offer and provide operational support to Stella Travel Services bookings affected by an in resort query or an administrative change in line with business timescales and best practice



Job Accountabilities:



Pre Travel Tasks


Action over bookings notifications and acceptances
Action agent/supplier/colleague enquiries efficiently
Update the in-house system with any land/building works or changes to transfers (errata)




Post Travel Tasks


Investigate and offer solutions to all on resort enquiries received from Stella Travel Services clients


Service


Delivery first class customer service
Investigate all involuntary changes made by Suppliers and ensure information is correct
Communicate clearly, effectively and consistently with all internal and external partners




Process


Follow business guidelines/processes to protect revenue and customer/agent experience



Suggest improvements to business systems and processes



Identify and resolve any future risk to Stella Travel Services clients
Following business timescales and departmental process




Finance


Record all financial activity and issues relating to loss, compensations, amendments and reclaims on in-house systems and loss/error matrix
Investigate and resolve escalated finance queries



Record all credit card/compensation/refund transactions in accordance with departmental process




Team Work


Encourage and motivate work colleagues to achieve personal and team targets
Offer direction and support to colleagues
Feedback to your Senior/Head of Operations any issues in a timely manner
Other Tasks

Emergency Reports and administrative support
Escalate any issue that prevents you from meeting the business timescales set
Any other task, project or responsibility as directed by the business or the Head of Operations




Qualifications, Skills & Experience:




Previous experience Customer Service or Complaints handling experience
Previous experience call centre experience
Strong written and verbal communication skills
Good understanding of operational processes
Keen eye for detail
Positive, confident and enthusiastic
Travel Experience (advantageous)
PC literate




The Global Travel Group is owned by dnata Travel, part of the Emirates Group. In the UK, our brands also include Travel Republic, Sunmaster, Gold Medal Travel, Travel 2, Travelbag and Netflights

Our employees enjoy many benefits including life assurance, company pension scheme, travel discounts, industry/social events and a child care voucher scheme.