Digital Customer Advisor

We know that peace of mind starts long before our guests jet off on their holiday. As a Digital Advisor, you'll be part of our E-demand team, supporting our customers with their pre-departure email and webchat queries for Titan Travel. You'll play an important role in making sure our customers receive helpful, professional and timely support, helping to make their experience with us as smooth as possible. We work in a hybrid way at Saga, both at home and in the office. In this team, you'll be based in Crawley at least 3 days a week, with the opportunity to work flexibly between home and office.

Role Responsibility

• Respond to all incoming customer email queries within a 24-hour turnaround time.
• Make sure every response is professional, clear and reflects the correct spelling, grammar and tone of voice.
• Investigate customer queries thoroughly and provide a suitable resolution wherever possible.
• Work closely with our internal teams to resolve customer queries within agreed SLAs.
• Liaise with the Contact Centre team regarding customer sales call-back queries.
• Keep customers regularly updated where queries are more complex or require further investigation.
• Call customers where required to provide the best possible resolution.
• Follow the appropriate escalation process for urgent or more complicated queries.
• Build and maintain a high level of product knowledge by attending briefings and training sessions.
• Manage booking queries, investigating and updating bookings where required.
• Work through individual booking tasks accurately and efficiently.
• Complete website booking checks and provide feedback to the Digital team where required.
• Provide webchat cover when required, delivering a high level of customer service through our webchat portal.

The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Managers and staff may be required to undertake additional duties, responsibilities and projects as appropriate.

We’re looking for someone who genuinely puts the customer at the heart of everything they do. You'll be professional, positive and confident communicating with customers across email, webchat and, where needed, over the phone. You'll enjoy getting to the bottom of a query, finding solutions and working with colleagues across the business to make sure our customers receive the support they need.

• A strong customer focus, with the customer’s interests at heart.
• Excellent written and verbal communication skills, including listening, questioning, letter writing and building rapport.
• Excellent attention to detail, with a professional approach to spelling, grammar and written communication.
• Good interpersonal skills and the ability to work collaboratively with colleagues across different teams.
• The ability to work to strict deadlines and remain calm and effective under pressure.
• Flexibility and adaptability, with a positive approach to changing demands.
• A constructive and enthusiastic approach to investigating and solving problems.
• An open-minded attitude towards change.
• An enthusiastic, motivated and self-motivated outlook.

You’ll also be working closely with colleagues across our Contact Centre, Product, Aviation, Transport and Customer Service teams, so being a great team player and building positive working relationships will be important.

BENEFITS AVAILABLE FOR THIS ROLE:

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

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