Customer Service Executive- Spanish Speaking

Customer Service Executive- Spanish Speaking

Location: London , South East Salary: Unspecified Date posted: 16/04/2012 15:31 Job type:Permanent Company: GTA Travel Contact: Recruitment GTA Ref: Totaljobs Job ID: 53368646

Client Services Executive - Spanish Speaking

JOB PURPOSE

To provide industry-leading operational support to travel agent customers, booking on the RBS (Retail Booking System). To assist clients by processing their requests (website & manual) as well as handling their queries/problems regarding hotels and service bookings in an efficient manner.The role will be mainly responsible for supporting agents in Spain and some of the UK.

KEY ACTIVITIES

Handling of bookings, incoming telephone and email queries from customers, ensuring that company operational policies and guidelines are being followed.Includes monitoring of system in-trays and liasing with internal departments and external suppliers as necessary to ensure that bookings abd customer queries are processed and responded to satisfactorily.

Checking and processing of bookouts, account queries and in-house complaints to ensure that all points are answered and appropriate compensation is provided where necessary, with compensation authorised by team leader/management as appropriate.

Dealing with complaints after travel, including liaison with internal depts and extenal customers to ensure mutually agreed outcome is communicated to the customer within our policy deadlines.

Taking telephone bookings and following up with clients regarding alternative hotels etc as required.

Effectively communicate with colleagues and management ensuring messages and queries from other offices and depart ments are replied to within the terms of the client SLA.

Maintain a folder with all pending queries and problems to ensure a smooth handover, in absence of staff members from the in the office.

Prioritise daily workload, ensuring all required tasks are completed by the end of each day.

Undertake, as requested, other tasks or projects and complete them within the given time frame

COMPLEXITY

Work under pressure and with conflicting deadlines to meet the client SLA requirements

Analyse problems and provide solutions from a range of options available

Use initiative and logic to respond to queries and refer complex problems to the supervisor or manager

KNOWLEDGE, SKILLS AND EXPERIENCE

Self motivated with excellent organisational skills, ability to prioritise and solve problems with excellent problem solving skills.

Ability to multi-task in a fast paced enviroment, work under pressure with attention to detail and m eet deadlines.

Strong written and oral communication skills and able to negotiate effectively internally and externally.

Flexible approach to working practices in response to customer and business needs

Passion and commitment to deliver outstanding customer service is a must.

Fluent in Spanish and English. An additional European language such as German or French advantageous but not essential.