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Online Customer Service Officer - Day Shift - Native level Spanish, french + ANOTHER European language

Job Description

Online Customer Service Officer - Day Shift - Native level Spanish, French + ANOTHER European language
London - Salary - £22K

Our client, a travel company based in London, is now looking for a Native level Brazilian Portuguese speaking Online Customer Service Officer to join their team.


Customer service co-ordination for all retail travel distributors/agents from the booking process to basic technical support and troubleshooting
Ensuring the highest form & delivery of customer service to the customer, agent & supplier

Key Responsibilities:

Frontline Customer Service for the company (Predominantly email based plus some phone work). Servicing booking requests, inquiries, administration etc.
Communication to Customer Service Supervisor in relation to all customer service & support issues
Use initiative to ensure product information from bookings and assistance requests is up to date and forwarded to product team if needed
Liaise with Product Co-ordinators and Product Managers where necessary
Accurate delivery of booking information into various in-house software solutions
Time management of effective customer service delivery
Maintenance of existing Customer Service tools (databases, manuals, in-house forms)
Continuing improvement to customer service administration and work methods
Effective “handover” to following Customer Service staff members - clear, concise and detailed information
Special project / product work when required
Point of contact (on a rotating basis) for retail travel distributors, customers, agents & suppliers in relation to all product and the online booking process
Logging and collating all system and product errors
Control (on a rotating basis) of the online booking / cancellation / amendment procedures


Global communication - language / time barriers
Working in a constantly changing environment
Number and variation of distribution channels
Evolution / development of purpose built systems
Additional project work required from time to time

Qualifications & Experience required:

Excellent communication skills (both written and oral) in English and Spanish. One other European language such as French or German is also essential.
Experience in travel either in product development, operations or reservations
Good background knowledge of computers and basic IT functions
Global geographical knowledge
Good administrative skills
Excellent customer service skills
Quick learner
Ability to focus on issues at hand and manage a range of issues at one time
Ability to work unsupervised
Ability to work effectively on own
Proactive attitude
Time management skills and the ability to work under pressure/meet deadlines
Computer skills - Word, Excel, Internet, e-mail, databases

Ref JJ10219




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