Web Support Advisor, Stockton

  • Stockton-on-Tees, United Kingdom

  • 58861

  • Contact Centres

  • Permanent

  • Full Time or Part Time

  • Various

Our Web Support Advisor is an exciting and varied role.  You will be responsible for managing a variety of contacts from our customers across multiple digital channels including Live Chat and Social Media. There will be modern technology to work with and you will use your excellent written communication skills to satisfy and delight our customers.

 

Due to the COVID-19 pandemic our ways of working are a bit different just now with most of our colleagues working from home. Many colleagues worked from home at least a couple of days a week before the current situation, as looking after our colleague’s welfare is important to us. It’s very likely this role will begin with you being based at home, there will be lots of opportunities to connect with your colleagues via technology, however, you must be prepared to work onsite when required.

 

ABOUT THE JOB

 

  • Using your knowledge and experience, you will provide a professional and personalised service promoting online sales and outstanding customer service
  • You will support customers through the Digital sales process ensuring that they are fully informed in the use of our search and book websites to allow them to purchase the best possible holiday to suit their needs
  • You will understand our customers and find ways to improve customer satisfaction and loyalty.
  • You will respond to customer reviews online, thanking them for positive reviews and if things have not gone quite right, you will be pro-active and confident to investigate and resolve initial questions or complaints straight away protecting the OTA brands and the goodwill of our customers 
  • You will also provide sales support to our teams on board the Marella Fleet – assisting with complex bookings and adding extras to our customer bookings.
  • Documenting your work is crucial, as is the full understanding of our terms and conditions so customers understand exactly what you and our business can do to help them. Responsibilities also include the processing of payments in line with internal and external policies
  • You will inspire, respect and support your colleagues helping to create a great place to work and a team culture

 

ABOUT YOU

 

  • A customer driven and positive individual with a passion for delivering contemporary service
  • Confident and fun personality with a strong commitment to achieve targets and overcome challenges
  • Travel sales & service background desirable – able to recommend, encourage and support our customers to book online
  • Always displays positive behaviours, proactively looking for ways to improve our service and websites, feeding back to the relevant teams
  • Strong communication skills across multiple channels
  • Flexible to work shifts across our 7day operation, in line with customer demand
  • This is a varied role, ability to multi-task is a must
  • Willing to adapt to regular business change and new technology
  • Good mathematical ability, excellent verbal & written communication skills

 

ABOUT THE OFFER
 

  • Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’ 
  • Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
  • Excellent rates with foreign exchange and discounts with retailers
  • Discovery day – time to spend working at a local charity or community
  • Pension scheme and life assurance

 

TUI is the UK’s largest tour operator, our key brands include TUI, First Choice, Marella Cruises and Crystal Ski Holidays. Our airline is the country’s third largest with 62 aircraft operating to over 88 destinations in 30 countries. We have a team of more than 10,000 employees serving over 6 million customers each year.  We’re on a journey towards a more digital, connected and integrated future. But we haven’t arrived there yet.  We believe that differences drive innovation and we’re encouraging an environment where diverse talent thrives and it’s our unique colleagues that will shape the future of travel. 

If you want to know more about why TUI Group is the world’s leading tourism group, and our continuing work in the diversity & inclusion space, simply visit careers.tuigroup.com.