Working for a market leading Tour Operator, you will play an instrumental part in resolving urgent pre-travel (within 72hrs of travel) and in-resort concerns/enquiries independently & outside of regular office hours.Major areas of responsibility:• Handling customer urgent enquiries via e-mail and calls.• To help customers resolve issues and protect the brands.• Work in line with company standards terms and conditions and ABTA code of conduct and ATOL license.• Handling urgent schedule changes & product changes in a timely manager to meet clients’ requirements.• To maintain a positive mind-set in difficult cases to ensure customer satisfaction.• Enhance customer experiences of our company.• Supporting CS team with cases exceeding regular CS hours (in-resorts).Person Specification• Exceptional customer service skills.• Outstanding verbal and written communication skills.• Professional, highly organized with strong attention to detail.• Pragmatic approach to problem solving.• Ability to priorities and manage workload.• Ability to work under pressure and independently.• Positive attitude and empathetic approach to cases.• Independent and self-sufficient management.Hours:64hrs per month, weekly rotation