On Holiday Support Agent

loveholidays

Contract type

Ongoing

Work mode

Hybrid · Hybrid (inferred: EU/NL where applicable)

Experience

3 years

Job description

Support customers through telephone, chat and case-based contact while they are on holiday
Listen carefully, understand the customer's circumstances and identify the most appropriate next steps
Take ownership of customer issues and work towards a resolution wherever possible
Use good judgement to balance customer needs, urgency, safety, policy and commercial considerations
Contact hotels, transfer providers, airlines and other suppliers to resolve issues
Work closely with colleagues in the offshore partner team and internal departments
Support English-speaking customers across international markets
Company mission
To open the world to everyone, giving customers unlimited choice, unmatched ease and unmissable value for their next getaway

Based in London and the surrounding areas, with a commute of no more than 2 hours each way
Comfortable working cross-culturally with teams split across the UK and an offshore partner
Customer-first mindset and strong problem-solving skills
Ability to handle challenging cases with empathy, urgency and sound judgement
Some attendance at the London office required
Information not specified
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