Customer Service Travel Specialist Italian Speakin

Customer Service Travel Specialist Italian Speaking
Peterborough

£17,100 (including Shift Allowance) + Excellent Benefits

Do you speak Italian and English to mother tongue standard?
Do you have excellent customer service skills?
Do you have Travel Industry Experience?

Italian CSS – 7on/7off 0730-1815, Salary: £26,000 per year+ £1,500 shift allowance

My client, an international company, based in Peterborough is looking for a bright and enthusiastic individual to join their customer services team to take incoming calls and emails from Italian and English customers.

The successful candidate will be responsible for assisting customers with booking travel, accommodation, restaurants, sightseeing trips and will also use the internet to come up with innovative ideas for customers when visiting other countries.
The other part of the role will be to assist customers who have lost or had stolen their Passports/Tickets/Credit Cards and so on, by cancelling and issuing new Passport/Credit Cards/ Lost keys and Tickets and so on!
You will also be taking calls from Customers who have AXA Insurance and have breakdown cover of household items and need repairs

The Customer Service Specialist is responsible for providing world class customer service; answering incoming calls and emails within Service Levels; anticipating and responding to the needs of the customer by taking personal ownership for researching, and delivering customer focused tailor made solutions.
You will be responsible for managing own task load by balancing new incoming requests with existing tasks to ensure provision of customer focus and service quality.

Key Accountabilities:

• To deliver effective and tailored solutions to customer enquiries by ensuring quality service is delivered and targets are met
• Shows confidence in dealing with different customer types irrespective of their status, culture or behaviour
• Take responsibility to record all details accurately on Eden, reflecting call back times and availability of suppliers
• Adheres to internal policy and procedures to protect security and quality of output
• Ensure SLA targets are met and language/English line availability is personally owned by effectively demonstrating productive working practice and teamwork
• Share knowledge on travel destinations, special interests, events and suppliers and input these into the Knowledge Database
• Takes responsibility for own development needs, ensuring training and feedback is fully used with development needs shared with line manager

Skill/Technical Competencies:

• Excellent organisational skills; effective and efficient use of time and resources in order to meet all deadlines and deliver quality results
• Ability to effectively communicate –written and verbally – to an excellent standard and excellent interpersonal skills with customers and colleagues
• Ability to effectively and efficiently manage own time
• Proficient technical skills with confidence in Eden CRM, Internet and IT packages such as MS Office Suite or related systems
• Must be proactive and demonstrate initiative; able to reliably accomplish multiple tasks
• Ability to quickly adapt to changing situations, demonstrate flexibility, and take on other duties as assigned.
• Instinctive and consistent focus on quality and accuracy even when under pressure
• Excellent attention to detail

Behavioural Competencies

• Teamwork – Willingly shares resources, knowledge and/or information to support the team
• Developing Self & Others – Takes responsibility for own development needs. Accepts and uses the skills and knowledge provided by training.
• Customer Service – Anticipates and responds to the needs of the customer and takes personal responsibility for delivery customer focused solutions.
• Decision Making – Makes decisions in a timely manner to meet deadlines. Follows pre-set departmental procedures to arrive at the most suitable decision.
• Communication – Presents facts in a logical sequence in both verbal and written communication