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Job Description

Global Customer Support Administrator

Position – Full Time – Permanent

Salary - £20,000 per annum

Based Royal Wootton Bassett, Wiltshire

Reporting to Business Administration Manager

About Imagine Cruising

Established in the UK in 2011, founded by experienced travel entrepreneur and CEO Robin Deller along with co-founder Natalie Maye. Imagine Cruising are experts in creating Cruise and Stay Holidays and now selling over 60,000 holidays a year with turnover in excess of £200m and industry beating margin and profit metrics. We specialise in creating competitively priced, unique cruise packages targeted at both traditional cruisers and the “new to cruise” market.  www.imaginecruising.co.uk

Our Head Office is in the UK with a team of 160 and we are now trading in South Africa, Dubai, Australia, (Brisbane & Perth) a total of 300 employees.

Imagine Cruising believes in developing the knowledge, capability and skills of all staff in the company. That may mean that from time to time we will ask staff to be flexible in working in and supporting different areas of the business either within their own teams or through working with colleagues on projects and activities around the business. This will help develop both individuals and the company as a whole in our fast moving and developing business.

Job Purpose

The Global Customer Support Administrator is responsible for ensuring the customer journey is perfect along with protecting the liabilities of the business.  The successful candidate will be highly driven and keen to prove themselves in an entrepreneurial business.

Typical activities

  • UK/AUS/NZ QA –
    • QA each booking made by sales daily.
    • Ensure all costs match the package spreadsheet, the sales clerk booking form, and add in the necessary insurance costs.
    • Ensure the holiday and the file flows, full notes are in the booking, and correct documentation sent to the customer in a timely manner.
    • For UK, to ensure all bookings comply with ABTA requirements of 2 contact numbers per booking.
    • Highlight any issues to the product team to ensure a smooth customer journey.
  • Cruise Admin Inbox
    • to manage the inbox and respond to all queries on a daily basis.
    • Make sure we have relevant emails from sales with the trail of a cruise or flight booking if required.
    • Ensure all accounts emails are dealt with in an accurate way ensuring full understanding of costs including net and gross and commission.
  • Queries
    • to manage all queries to ensure that we get them resolved and the booking completed in a timely manner. If for any reason something can’t be resolved due to an issue outside of the teams hands, this should be escalated as early as possible so that we can find the resolution.
  • Ticketing
    • to run regular ticketing lists to see what bookings are due to depart and therefore need ticket documentation.
    • To check all elements have a ticket, and check the information on the ticket is correct (a final QA that all elements are booked as they should be for the customer).
    •  Send all docs within the KPI timeframe set.
  • Understand and maintain the P & L of admin to ensure losses are kept to a minimum within the business. Look at ways to reduce the losses.

Skill set required:

Essential

  • Excellent attention to detail
  • Strong knowledge of IC products and customer journey  
  • Must be resilient and flexible in approach to work
  • Highly organized with ability to manage workload and adapt to changing priorities
  • Happy and open to receiving feedback
  • Excellent communicator and team player
  • Highly motivated, driven and enthusiastic

Desirable

  • Experience of working within the travel industry

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.