Customer Care Executive

We’re Iglu, the UK’s largest specialist ski and cruise travel agency, and we’re looking for a talented Customer Care Executive to join our friendly team! If you’re a pro at handling customer queries, love working in a fast-paced environment, and want to work from home, we’d love to hear from you!

Job Type: Fully Remote

Firm: Iglu

Location: Remote, UK

Work Schedule: Flexible shifts

Language: English

Full job description

We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu. We’re looking for people who are passionate about delivering the highest standards of service to our customers with proven customer care experience within the Cruise Industry.

As a Customer Care Executive, you will handle calls and emails from customers once their booking is completed and will deal with any additions and alterations to bookings. You will communicate with sales staff and suppliers to rectify any problems that may have arisen.

About the Role

• Effectively fulfilling the booking once the sale has been made
• Answering customer queries by phone and email
• Resolving problems of customers on holiday
• Calming and advising customers appropriately
• Handling of customer complaints
• Liaising with tour operators
• Booking cancellations and transferring of sailings
• Supporting customers via an online web chat system
• Negotiating between our customers and operators
• Completing additions and amendments to bookings
• Logging notes of all communication
• Ancillary Sales and seeking up-selling opportunities
• Cross-selling clients to alternative holidays
• Identifying and rectifying causes of problems
• To undertake any other duties or projects as required by your line manager, appropriate to your role.

Why Join Iglu?

Iglu is the UK’s largest specialist ski and cruise travel agency, we pride ourselves on our first-hand knowledge of the unique packages and holiday experiences we offer.

• Discounted travel offers for family and friends
• Gym discounts at all major chains across the UK
• Mental Health and Wellbeing Support
• Electric Vehicle Scheme
• 24/7 Online GP Service
• Life Assurance for all
• Help shape the culture of Iglu by getting involved in our Charity or Social Committee
• Bi-annual Company Get Togethers

Requirements

• Strong verbal and written communication skills
• Strong understanding of our products
• PC Literate – knowledge of Word, Excel, and Outlook
• Excellent time management skills
• Ability to work under pressure and independently
• Organisational skills are essential to this role
• Ability to communicate effectively both internally and externally at all levels
• Able to multitask by taking calls, chats, and responding to emails
• Professional nature
• Proactive & enthusiastic
• Supportive Team player
• 2+ years proven history in a Cruise Customer Care role
• Basic knowledge of ABTA/ATOL regulations

Application Process & Documents Needed

Send your CV and a cover letter showcasing your customer care skills.

Get Started