Specialist Customer Service Advisor - River Cruise and Tours

Joining the Swansea Contact Centre as a Specialist Customer Service Advisor on our TUI River Cruise and Tours Team, you will service a range of customer contacts, sharing knowledge of our products, responding to customer questions and resolving queries relating to these.  You will put all customers at the heart of our business and constantly ‘go the extra smile’ to create unforgettable holidays that make us famous for service and create customers for life. 

This team looks after our customers for every part of their customer journey, from securing new bookings, dealing with holiday changes, and resolving after travel issues. You will understand our customers, adapting your style you’ll ask questions and have conversations that enable you to fully understand the customer’s needs. Using information provided you will find ways to improve customer satisfaction, loyalty and close any sale by making any holiday an unmissable experience.

This role can be based in the office or it can be home based, we’ll provide you with the tools, training and tech to be able to work in this way, you’ll need a quiet environment and internet connection. 

ABOUT OUR OFFER

• Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’ 
• Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
• Excellent rates with foreign exchange and discounts with retailers
• Discovery day – time to spend working at a local charity or community
• Pension scheme and life assurance 
• Investment in your development and career progression

ABOUT THE JOB

• Using your personality, you’ll inspire and respect customers and colleagues sharing a great amount of fun.
• Technology is evolving every day, so is TUI. By providing you with the best tools, you’ll build your knowledge to understand our customers and adapt your style to help answer questions, bring holidays to life and improve customer loyalty.
• Your drive to achieve will lead you to exceed your sales and service objectives, we call it ‘Smashing your Targets’  
• You’ll have the desire to create an exciting customer journey, bringing customers holidays to life.
• If things don’t go to plan, you’ll be confident to discuss, investigate and resolve any question or complaint.
• A passion to make sales through exceptional service, you’ll rise to the challenges of a customer focused role

ABOUT YOU

• Excellent customer service skills
• Strong commitment to achieve sales & service targets and overcome challenges
• Team player who engages and collaborates at all times with customers and colleagues
• Ability to use initiative to proactively spot and resolve potential problems
• Passion to work within tourism, although travel experience is not essential
• Confidence to handle multiple customer contacts and the associated tasks in numerous systems whilst complying with procedures.
• Flexibility to work variable shift patterns each week which include evenings & weekends

Home Working Requirements

• You will have a suitable space that allows you to work comfortably and away from general ‘home’ activities
• You will be required to have a suitable broadband connection that has a download speed of at least 10 Mbps and an upload of at least 3 Mbps
• Be prepared to attend occasional onsite meetings/training at the  Swansea  office when required – please note these are minimal.