Escalated Care Advisor
Kraków
Escalated Care Advisor
Kraków
Nr Ref.: 1056568
Kraków
Nr Ref.: 1056568
HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.
Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.
In 10 years lowcosttravelgroup has grown into a truly international business with offices in Europe, North and South America and Asia/Pacific employing over 500 staff and with annual sales of €700m. Our online travel agency, lowcostholidays.com, is principally based at our international headquarters in Palma de Mallorca in Spain from where it serves customers in 12 countries across the world. Our bed bank, lowcostbeds.com, which sells hotel accommodation to the travel trade in over 40 countries worldwide, has its main office in Romanshorn in Switzerland. Our corporate headquarters is at Gatwick Airport in England and we also have offices in Dublin, Atlanta, Sao Paulo and Bangkok.
The company culture is open, friendly, fast-paced, hardworking and fun, and offers opportunities for those who want to develop/travel. Our offices in central Krakow are well-served by trams and busses and are in modern, refurbished buildings which provide a pleasant working environment.
JOB TITLE: Escalated Care Advisor
DEPARTMENT: Customer Services
REPORTING TO: Customer Services Team Leaders
RESPONSIBLE FOR: Making sure our customers get excellent pre travel customer service. Taking full ownership and accountability for all social media contact points – Including Facebook, Twitter and various review sites such as Trustpilot and Reviewcenter. You will be responsible for quick and efficient service delivery and brand reputation. You will be liaising with other departments to mitigate any company losses and continuously improve our processes.
NORMAL WORKING HOURS: 7 days per week shift coverage
MAIN DUTIES:
• Monitoring and responding to all social media forums.
• Establishing root cause of issues and providing feedback as required to improve our processes.
• Answering passenger calls and emails.
• Helping us maintain strict service level agreements in reference to how we manage all our day to day tasks.
• Offering a friendly and efficient service in line with group guidelines.
• Managing escalated social media complaints
• Working with other business areas to improve customer experience and brand reputation.
• Support team mates to ensure that we work as one team to achieve our targets.
ADDITIONAL DUTIES:
• To provide any other support that may be required by the Company.
KEY SKILLS:
• Excellent written English skills.
• A passion for problem solving
• An enthusiasm for social media
• Proven ability at achieving customer service expectations
• Ability to multi task
• Work under pressure
• Strong PC skills and working knowledge of Microsoft products
EXPERIENCE:
• Travel background
• Proven track record of customer service experience
• Previous experience of working within social media in any capacity
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