Job Opportunities
Customer Support Executive
Reporting to: Operations Manager
Department: Operations
Company Overview
Solmar Villas is a family run business, based in Staffordshire, with over 25 years of experience in arranging high quality, tailor made villa holidays. Solmar Villas prides itself on providing the highest quality prompt and personalised service to all clients.
Solmar Villas select only the highest quality villas in the finest resorts across Europe with Mainland Spain, Balearics, Canary Islands, Portugal, Greece and Cyprus being our key destinations. Our selection of villas includes a wide range of properties from traditional style houses offering peace and privacy in the countryside, to luxury villas with pools and breath-taking coastal views in unspoiled areas.
The role is responsible for carrying out the operational tasks required by the business to provide pre-departure support and enquiry responses as well as production of required information by both client and supplier to ensure a seamless and stress-free holiday experience. This department will also deal with any crisis situation, pre-departure in contacting clients to discuss potential action and options including villa moves. This role requires someone who is multiskilled and able to multitask, a natural problem solver with a passion for customer service.
Core Activities
Supporting Villa Ancillary Sales:
- Ensure the upsell of additional products and ancillaries whenever in contact with client (where appropriate)
- Set KPI's to hit company targets for the team
Service:
- Ensure all required client information is collated as required by the business and suppliers
- Ensure all items on the booking are booked and confirmed components of a client’s holiday
- Ensure all items amended on the booking are amended with suppliers and changes confirmed back to the client
- Ensure all cancelled items on the booking are cancelled with respective suppliers and cancellation confirmed back to the clients
- Ensure Villa Moves are dealt with in an efficient, sympathetic and timely manner
- Ensuring client queries and responded to and resolved in a timely manner to the benefit of both the client and the company using own initiative and judgement
- Reviewing own and departmental processes for efficiency and improvement and making suggestions to their line manager
- Source, collate and publish resort and villa information including directions, key codes and contact information for population in to the systems and villa books
- Source and record resort activities, top tips, hidden gems etc. for the team to share destination/villa knowledge when requested to ensure that clients perceive the Villa Concierge Service as excellent
- Identify wow moments to offer clients extra personalisation and a feeling on being special to Solmar
- Providing a “Start to Finish” Concierge Service for clients and delivering the agreed departments SLA
- Form part of the Crisis Management team with committed urgent response as and when needed
It should be noted that the responsibilities described above should not be seen as an exhaustive list of activities. The job responsibilities may, from time to time, be reviewed and changed in line with changing business requirements. The individual may also be required to assist other departments where the roles are suitable in line with an individual’s knowledge and skillset.
Skills, Behaviour and Experience:
- Natural problem solver
- A positive attitude to additional tasks in line with business needs
- Takes ownership of own cases and workload
- Resolving problems quickly and efficiently
- Being professional and responsible
- Organised with a methodical approach to workload
- Ability to relate to diverse people from various backgrounds
- Good interpersonal skills and approachability - the ability to interact commercially with colleagues across the business at all levels, with clients and external customers via an excellent telephone manner and email correspondence
- Confidence applied through all programs of the Microsoft Office suite and be comfortable with technology such as CRM systems and MS Office suite
- Self-starter able to work on own initiative whilst maintaining a strong team player mentality
- Speaking several languages (desirable but not essential)
Please send your cv and cover letter to [email protected]