SUMMARY:
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POSITION INFO:
• Manage a portfolio of existing clients and accounts
• Always offer first class customer service
• Providing a variety of quotations to clients not favouring one airline/supplier
• Following up quotations each morning to ensure we have provided what was required and
offer any further help
• When a quotation is cancelled try to find out if there is anything we could have done
differently
• Work with Business Account Managers to maximise opportunities and pass on relevant leads
• Working closely with both Ticketing and Finance to ensure reservations/tickets are issued
without any problems
• Meet and exceed personal objectives in line with company KPIs and account SLAs
• Understand key products, services, and unique selling points
• Promote and support the values and behaviours and promote the company culture.
• Attend and participate in team meetings
• Identify any areas where in-house training would improve performance
• Attend airline training sessions
What a good fit looks like:
• Customer service orientation with a passion for exceeding expectations.
• Excellent verbal and written communication skills in English, Dutch and German.
• Strong experience of nett fares, including air passes and RTW fares
• Excellent travel industry and worldwide travel knowledge having preferably travelled
extensively
• Good CRS knowledge, Galileo preferable but cross-training can be undertaken
• Strong ticketing experience, including nett fares, reissues etc
Fluent in Dutch/German and English.
• Minimum of 2 years' unbroken experience in customer service, preferably in an international
Contact Centre role.
• Minimum of 2 Years experience within the travel, tourism industry, particularly tours and
activities.
• Proficiency in computer skills and internet navigation.
• Experience in a startup environment is a plus.
• Willing to work UK and US Hours, if required.
Skills and Knowledge:
• Excellent organisational skills and the ability to work under pressure
• Express keen negotiating skills
• Strong problem-solving abilities with a proactive mindset.
• Demonstrated initiative and entrepreneurial drive.
• Exceptional attention to detail, providing accurate reports.
• A “lead by example” work ethic to drive first class customer service from the reservations
department with all clients, suppliers, and Diversity departments
• Proficiency in multitasking and working to tight deadlines.
• Experience in navigating computer systems and internet platforms.
• Mature, confident, and resilient personality, thriving in a dynamic startup environment.
In return you will work for a people focused business, which is rapidly growing and offering great
opportunities to the team.
You will be based in world class office facilities and supported by a dedicated, hands-on leadership
