Customer Relations Executive

22 hours ago

Cheltenham, Australia ATG Full time

**ABOUT US**

The APT Travel group has an outstanding reputation in the travel industry of delivering 5-star customer service to our industry partners. With over 95 years’ experience, we deliver life enriching journeys to our valued guest. 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 on-road 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 long-term view over short-term 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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