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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on resolving queries and complaints effectively. Proficient in using CRM systems and booking platforms while maintaining attention to detail and a passion for travel.
Highest-signal resume keywords
Customer Service ExperienceVerbal And Written Communication SkillsCRM Systems ProficiencyKnowledge Of ABTA/ATOL RegulationsFluency In English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Booking AmendmentsCustomer Query ResolutionPayment ProcessingAncillary SalesMonitoring Quality Scores
Soft Skills
Attention To DetailAbility To Work IndependentlyCollaborative TeamworkFast-Paced Environment AdaptabilityProblem-Solving
Tools & Technologies
CRM SystemsGoogle DocsBooking PlatformsEmail
Industry Keywords
Travel Industry ExperienceSki Holidays KnowledgeCustomer Feedback MonitoringCall Quality MonitoringSupplier Liaison
About the role
Key responsibilities & impact- Answer customer queries by phone, email, or live chat
- Resolve customer problems during holidays
- Handle customer complaints
- Liaise with tour operators
- Process booking cancellations and customer amendments
- Make ancillary sales and seek up-selling opportunities
- Amend bookings in line with supplier changes
- Check and send tickets to customers
- Take customer payments when needed
- Undertake other duties or projects as required by the line manager
- Monitor email response time and quality scores
- Monitor customer feedback scores
- Monitor call answer rate and call quality scores
- Monitor workload per hour
Requirements
What you’ll need- Experience in a similar customer service role or in the travel industry is preferable
- Strong verbal and written communication skills
- Comfortable using CRM systems, email, Google Docs, and booking platforms
- Basic understanding of ABTA/ATOL regulations
- Ability to work in a fast-paced environment and prioritise tasks
- Genuine passion for winter sports and travel
- Good attention to detail
- Ability to work independently and as part of a collaborative team
- Fluent in both written and spoken English
- Knowledge of the ski holidays and resorts featured by Iglu
- Willingness to develop knowledge and skills
Benefits
Comp & perks- Diverse, flexible, rewarding work environment
- Social calendar
- Regular educational trips
- Opportunities to give back to causes and initiatives
- Training provided for booking platforms and systems