Customer Service agent - travel and bookingOutForce Inc.

Job DescriptionAre you looking for a fresh challenge within an exciting customer service team? Are you passionate about delivering a high level of service and going beyond expectations to meet the customer's needs. Our client is currently looking for remote customer service agents to join their business.
About the client:Their mission is to provide our festival & events clients with a high quality, versatile, one-stop-shop solution for their ticketing needs. They first hit the stage in early 2017 as an independent ticketing operation but has over 15 years of experience running ticketing and travel operations for numerous, award-winning, festivals and events. They're a unique ticketing solution that offers event organisers and consumers a combined ticketing, accommodation and travel management system all on one platform.
They currently work with a large number of festivals, exhibitions and live events to ensure that customers receive maximum choice and promoters maximum revenue opportunities. Role Summary:​You will be working remotely as part of a fast-paced Customer Operations department. Our HQ is based in Manchester, UK where our Customer Operations Manager and 2 Customer Operations Experts are based.
You will work closely and collaboratively with them to ensure the delivery of the highest quality service to our customers across our entire client portfolio. We value excellence and dependability and are looking for people who live and breathe these values who want to work with a team of passionate people who like to have a laugh along the way. We are looking for adaptable, hardworking and enthusiastic people with exceptional communication skills, both written and verbal.
You will demonstrate a real passion for delivering amazing customer service, the sort of service that customers can't wait to tell their friends about. Job Description and Key Responsibilities:Customer Service
First point of contact for our customers, offering an excellent standard of service for those with routine queries via phone, email and live chat.
Manage day to day customer enquiries/escalation ensuring customer satisfaction remains paramount at all times.
Satisfaction levels are driven and measured through the use of a customer feedback system
Escalate complex queries and complaints to our complaints manager and provide appropriate solutions and alternatives within the timelimits; follow up to ensure resolution
Maintain awareness of terms of business and booking conditions to provide relevant information
Ability to problem solve and to highlight issues in a timely manner
Identify opportunities, issues or problems before the customer is aware of them and following company procedure to correct them
Administration
Using in-house online booking systems to create sellable trips
Perform daily booking system checks, monitoring bookings, reviewing processes, reporting and logging any issues
Administration of all elements of a booking
Create and maintain customer communications and documentation
Assisting with invoices & payments - taking payments online and over the phone, chasing invoices
Consistently strive to monitor and improve the customer booking experience
Create reports from the system detailing all passenger information and manipulating the data to get the information/results required
Issue/re-issue customer travel confirmation, e-tickets, visa letters, cancellation letters
Assisting with travel documentation
Logistics
Assisting with Operations and logistics of all events and trips when necessary
Collate and ensure efficient communication of purchased options to suppliers
Assist operations department with accommodation allocations and hand back dates, booking ferries, coaches, accommodation
Check and monitor stock levels, update systems and ensure necessary products are sourced and available if stock is low and there is the demand.
Requirements
Proven customer support experience or experience as a client service representative
High degree of accuracy and attention to detail
Ability to multi-task, prioritise, and manage time effectively
Good phone handling skills and ability to gather information
Experience in complaint handling
Proven track record of working to deadlines
Excellent communication skills, both written and verbal
Active listener, naturally empathetic and with common sense
Understanding of all MS packages particularly excel, G Suite and familiarity with CRM systems andpractices
Our core hours are 9am-5.30pm (GMT) Monday-Friday but our remote team must be flexible and able to work weekends as we scale up the team and move towards a 24/7 service.