Day 8 Experiences Ltd is the company behind Yacht Week & The Ski Week. Since 2006, we have welcomed more than 110,000 guests from over 199 countries and established a truly global community of travellers from all walks of life. Our vision is to create extraordinary experiences that spread joy, spark an appreciation for our planet and inspire curious people to become part of our global family.
The head office in London, UK is run by a team of highly-skilled, highly social, engaging and passionate individuals who put making friends and exploring the world at the heart of everything they do. While we are just over 30 people working full-time all year, the team extends to hundreds more over the event season from all over the world.
CUSTOMER SERVICE EXECUTIVE
The person needs to be a highly personable, enthusiastic and proactive Customer Service Executive based in London. With a passion for delivering exceptional customer service, the person is an empathetic communicator and passionate about the product.
The person will need to be the ultimate customer hero, but equally understand the business needs and ensure that these are never compromised. Embedding a “customer first” culture is key, driving first time enquiry resolution and improvements in customer satisfaction metrics.
Collaborating with a number of key internal stakeholders you will ensure that all communication channels are accurate, up to date and aligned.
Working with the Commercial Director for guidance and support, you will ensure that the company provides the best possible customer experience for all past, current and future customers.
Tasks will include but not be limited to:
- Customer service - ensure customer communication accurately represents the brands and is delivered promptly to the highest standard via email, online chat and telephone.
- Complaint handling - manage the end-to-end customer complaints from booking to post-event. Work closely with the Operations Director and Commercial Director to agree to any compensation or approach to dealing with complaints.
- Product development - analyse post event feedback, suggest actions and work with Operations and Marketing teams to deliver improvements to customer experience and communication
- Website Communications - keep a watchful eye on the brand websites and how it describes The Yacht Week/The Ski Week as well as all of the pages within the customer journey to ensure that we are constantly striving to communicate better and accurately with our guests
- Email Communication - support the operations and marketing teams with the development of the customer email journeys, ensuring all relevant information is included to a high level of accuracy.
- Social Media Channels - feedback any issues you encounter on any social media channels that you monitor
- Terms and Conditions - you will need to have a clear understanding of all terms and conditions as well as the Package Travel Regulations (PTRs) so that you can accurately handle any customer concerns and ensure the regular updating of the T&Cs
- Review generation - execute the collection and promotion of customer reviews on external websites (eg Trustpilot) to provide valuable social proof for the experiences.
- Seasonal staff training - lead any necessary Customer Service training required for seasonal staff (inside or outside the department).
OUR WISH LIST/ MUST HAVE SKILLS!
Explain qualifications or experience required, personal attributes etc e.g.;
- Educated to A-Level standard with high-level qualifications in English and Mathematics
- Computer literate and good knowledge of Microsoft or Google software – specifically a basic understanding of Excel/Google Sheets
- Experience of customer service and complaints handling, ideally within the travel industry
- A native English Speaker or high-level English qualification
- Excellent telephone manner and written correspondence
- Self-starter able to work on own initiative whilst maintaining a strong team player mentality
- Must be eligible to work in the UK
There will be occasions that you will be expected to be available during some weekends and potentially some evenings during the week.
£27,000 plus benefits
To apply please email your CV and covering letter to people@day8.com