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Customer Relations Executive
2 weeks ago
ABOUT US
The APT Travel group has an outstanding reputation in the travel industry of delivering 5-star customer service to our industry partners.
We are looking for detail-oriented reservation agents to join our team in helping to continue to set the benchmark in the industry.
THE ROLE
With a flexible workforce culture, this role is available to be done Australia wide.
For those located in Victoria, there is the opportunity to work in our head office in Cheltenham.
Responsibilities
- Replying to customer complaints either verbally or in written correspondence
- Finding a suitable and balanced outcome that is mutually beneficial to all parties
- Handling any on tour emergencies that cannot be dealt with via our onroad team
- Ensuring all settlements offers to guests are compliant with fair trading and the ACCC policies
- Provide feedback to product, operations and reservations to ensure issues do not reoccur
- Issue insurance letters to guests needing to make claims
- Being flexible to adapt to ever changing situations as they arise
ABOUT YOU
- You are passionate about delivering exceptional customer service
- You have exceptional verbal and written communication skills
- Ability to critically think and find out of the box solutions to customer issues
- Can handle guest escalations with a calm and understanding manner
- Capacity to enforce our terms and conditions and policies as required
OUR VALUES
Our values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions.
- Genuine service
- We genuinely care about the experience we create for our guests, trade partners and internal stakeholders
Better together
- We are better when we connect and collaborate, valuing all opinions
For tomorrow
- We pursue opportunities to grow, embracing change and learning from our mistakes. We choose the longterm view over shortterm benefits
Celebrate the moments
- We like to have fun at work and share a positive attitude. We celebrate our successes, no matter how big or small. A win for one of us is a win for all
WHAT WE OFFER
- Flexible work place culture with working from home opportunities
- 4 weeks' annual leave per year plus a bonus week if requirements are met
- Overtime for additional hours worked
- Chance to give back via our work place giving initiatives through our One Tomorrow Foundation
- Learning and development opportunities
- Great team environment throughout the company
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