Role Overview
We're looking for a hardworking, driven, and passionate Customer Resolution Executive to join our Guest Care Team. The role involves ensuring exceptional customer satisfaction by effectively managing and resolving guest complaints and damage claims.
What You Will Do
Investigate issues, communicate solutions clearly and empathetically, and maintain detailed records. Address and resolve guest complaints promptly and professionally, handle guest damage claims, and monitor customer feedback.
Why It Might Be a Fit
This role is pivotal in maintaining the company's reputation for excellent customer service. By addressing issues promptly and empathetically, the Customer Resolution Executive helps to enhance the overall customer experience, foster customer loyalty, and drive continuous improvement in service quality.
Requirements
- Ability to work flexible hours, including weekends, as needed.
- Ability to present information confidently at all levels.
- Effective communication skills with a professional & customer orientated approach.
- Confidence to liaise with colleagues and customers over the phone and on e-mail.
- Excel at multi-tasking, organisation and time management.
- Great administrative skills
- Able to work at pace, manage workloads and to deadlines.
- Proven customer service experience.
- Able to understand & approach difficult conversations in a diplomatic way
- Ability to empathise with the customer and understand their circumstances
- Ability to remain calm under pressure, especially during busy periods
- Be sales orientated.
- Proficiency in customer service software and MS Office Suite.
- Demonstrated ability to handle sensitive and confidential information.
- Analytical skills to interpret customer feedback and identify trends for continuous improvement
- Background in Complaint Resolution is desirable
Benefits
- Competitive salary
- Flexible working hours
- Opportunity to work with a Disability Confident Employer
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