In Reservations and Customer Services, you will be part of the in-house packages team who are responsible for ensuring great customer service, handling operational changes, processing reservations and upselling.

Main responsibilities

  • Advising clients on travel arrangements and become fully knowledgeable about the products, destinations and services offered.
  • Maintain a high standard of Customer Service through all contact areas when dealing with customer service and any pre-departure and in resort queries. Take responsibility to resolve problems ensuring that issues are followed through and escalated when faced with a query that is outside the department remit.
  • Handle customer complaints, listening sympathetically to establish the nature and extent of the service shortfall.
  • Follow up sales enquiries promptly, calling customers directly as appropriate.
  • Ensure that reservations bookings are entered correctly based on the booking placed.
  • Service existing bookings as required including, but not limited to, carrying out amendments, providing information on relevant charges, confirm bookings and adding additional content.
  • Administration of bookings for all destinations within customer service and reservation remit
  • Working closely with in-house operation department for support on various types of customer queries and escalations
  • Understands and adheres to all set PCI and DPA policies

Role Requirements

  • Experience in reservations and customer services environment
  • You will be a fluent Italian speaker and excellent written and spoken English is essential 
  • Ideally educated to degree level
  • Experience using MS Office products, Outlook, Excel etc
  • A team player, with a can-do attitude and excellent attention to detail.
  • Excellent interpersonal and communication skills
  • Problem-solving and organisational skills
  • Attentive to details with ability to remain focused
  • Ideally previous experience within a Tour Operator or Travel company

Your characteristics

  • Self-motivated
  • Detail-oriented
  • Customer focused
  • Flexible
  • A Doer
  • Calm under pressure
  • Uses initiative
  • Empathetic internally and externally
  • Reliable


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