Customer Care Advisor

About us:

Established in 1950, Club Med are the pioneers of premium all-inclusive holidays. Club Med has been continuously innovating over the last 60 years and now offers close to 80 ski and sun resorts across Europe, Asia, Africa, America and the Caribbean as well as a ‘Club Med 2’ cruise. Club Med offers a new way of experiencing holidays in its upscale friendly and multicultural resorts.

Its success comes from the strong commitment to exceed customers’ expectations and deliver an unforgettable experience.

To achieve this goal Club Med relies on the hard work and expertise of their staff, the G.Os ( "Gentils Organisateurs", French for Kind Organisers).

The role:

This role suits someone who enjoys working in a fast-paced environment and for commission-based rewards. Club Med provides regular training as well as FAM trip visits to familiarise staff with the resorts. Club Med ensures that staff are well trained and kept up to date with internal systems and booking tools. You will deal with various departments within the company such as transport, customer relations and trade.

Mission:

Provide the best customer service to clients

• Welcome new and returning clients on the phone with a friendly, approachable, and helpful manner.
• Create a personalised and lasting relationship with the client, by proactively supporting them throughout the enquiry or sale.
• Ensure customer follow-up and satisfaction.

Create a tailor-made travel experience

• Establish and understand the expectations and needs of the client from the first interaction.
• Create a tailor-made trip for the client based on their needs.
• Provide excellent up to date knowledge of the company's resorts and destinations.
• Establish and maintain a good working relationship with travel agents and deal with their requests by phone or email.

Manage indirect travel agents, solicitor or customer queries within a respectable time frame

• Handle all customer queries either by e-mail, letter or telephone using CCM and WebEx. Collaborate with the necessary departments within Club Med: HQ, sales, operations/resorts, EAF coordination. Guarantee that each customer contact is dealt with as soon as possible or within the legal requirements of the country
• Reduce risks and measure the costs by respecting the customer queries process and applying the compensations conditions at all times and respecting the company interest.
• Handle pre-litigation or litigation work. Manage the relationship with our lawyers when necessary
• Deal with arbitration cases
• Deal with all customers queries regarding the insurance cover and claims procedures.
• Keep and update regular, appropriate reportings. Using available internal tools to measure: the reason why customers complain, the level of customer satisfaction, the effectiveness of communication methods used (Tel, letter, email) and the ROI
• Inform the relevant services of important/recurring queries : use internal available tools comments procedure, or directly to the departments/villages concerned. Please copy the Contact Manager

Act as the referent to all departments with regard to legal commercial advice

• Accompany departments on commercial decisions, commercial contracts and other legal aspects that require advice or verification with a lawyer
• Provide advice and check all legal information on marketing tools/material. Especially for the brochures (approx 4 times a year) regarding compliance with local law and tour operator’s code of conduct
• Participate with the Sales and Customer Service Centre Manager in the compilation of the booking conditions for each season, use the help and advice of the Country’s legal advisors / lawyers

Contribute and participate, when requested, in crisis management situations involving our customers (before departure, during their stay and upon their return)

• Ensure and act as a link between the Country, fellow countries and the Paris HQ when dealing with crisis situations
• Alert, coordinate, share information and ensure a tracking system is in place in order to follow & measure the impact of the situation

Your profile

• Education: Commercial Legal studies and Hospitality knowledge
• Previous experience in a Travel sales, Travel consultant role or Customer Relations experience. Ski knowledge is highly desirable.
• Fluency in both written and spoken English is essential
• Excellent phone manner and customer service skills
• Passionate about travel
• Team player
• Self-motivated and well organised all-rounder
• Must be eligible to work in the UK

Other info

• This role requires some weekend work (two Saturdays per month)
• This role can be office based, or Flexi hybrid working after an Office based training period of 2 weeks

Compensation package

• 25 days annual leave, increasing by a day after 1 year service (to a max of 30 days)
• Birthdays off
• Half day on xmas eve and NYE
• 3 weeks of Club Med vacations per year under Club Med policy (for GO plus one free staying guest with estimated yearly value of up to £30k)
• Flexible working policy with the possibility to work 2 days a week from home + 1 week remotely every 3 months
• Private Healthcare insurance
• Pension scheme
• 30% of office commute costs reimbursed each month
• Annual Christmas party and other social events arranged by social committee as well as off-site team building.
• Strong internal mobility and development opportunities
• Customer oriented, argumentative skills, oral and written communication skills, good stress management

Job Type: Permanent.

Location: Wimbledon

Job Types: Full-time, Permanent

Salary: £20,000.00-£35,665.53 per year

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday

Application question(s):

• What are your salary expectations? (yearly, gross)

Work Location: Hybrid remote in London, SW19 7JY