Customer Services Executive

**_Business:_**_ Le Boat_

**_Location:_**_ Flexible but accessible to a Le Boat team base/office. Home/remote work entirely possible with suitable internet/phone connectivity._

**_Department:_**_ Customer Service_

**_Contract type:_**_ Mid-April to Mid-November - 35-37.5 hrs per week - MON-FRI flexibility may be possible/required_

**_Line Manager:_**_ Customer Services Team Manager_

**_Le Boat is an Equal Opportunity employer._**

**_At a glance_**
- As a Customer Service Executive, you will keep the Customer at the heart of everything you do and will do everything you can to help deliver the best possible Customer experience. You will be a key support member of the Customer Service’s team whose purpose is:_
- _To effectively manage complaints, maximising service value and minimising risk/cost
- _To proactively support the delivery of consistently exceptional service to every customer_
- _To take outputs of complaints and drive positive changes across the business to
- _minimise future custmer impact**_What you will be doing:_**
- _Playing a key part in all stages of complaint management, from acknowledging, evaluating, investigating to replying to and closure of complaints._
- _Communicating with teams internally to ensure Customer complaints, feedback and concerns are fully investigated and brought to the right conclusion in a timely manner._
- _Reviewing information to effectively assess the impact of each situation and any relevant compensation, refund or gesture of goodwill, balancing doing what is right by the Customer as well as the business._
- _Providing proactive & ongoing support to base teams to help effectively resolve Customer issues locally and minimise future Customer effort/post cruise complaints_
- _Recording & reviewing proactive details received from Base teams (Heads Ups) regarding Customer situations, actions and outcomes, identifying opportunities for further action or better resolution
- _Using your Customer Service knowledge & expertise to support all internal teams in all Customer communications as necessary._
- _Taking information and feedback from complaints and join up communication across the business to minimise future Customer problems and/or impact._
- _Actively and enthusiastically supporting the processes around sharing positive Customer feedback and recognising service highlights._
- The role requires a friendly, professional communicator who loves providing a great Customer experience. Flexibility is key._

**_What we are looking for_**
- _Customer focussed with previous experience of delivering exceptional Customer service and great Customer experiences
- _Highly organised - able to manage priorities and meet deadlines, even when under pressure._
- _Good attention to detail and comfortable following processes to support the Customer experience but also to think outside of processes and adapt to different situations.
- _Excellent communication skills with the ability to adapt your communication style to suit individual/situational needs
- _Friendly, professional & able to build strong internal/external relationships
- _Able to work independently and on own initiative, as well as being a positive team player_
- _PC skills (Outlook, Word, Excel)
- _Fluency in written and spoken English and German is essential. French is highly desirable. Additional languages skills advantageous (Dutch/Spanish/Italian).
- _Great enthusiasm for holidays and the Le Boat product
- If you are looking to join a great team within a successful and growing business and are passionate about delivering world class Customer Service, then this could be the right position for you._