Web Support Advisor, Stockton

Job Description

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 andyou 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 colleagueswelfare is important to us. Its 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 brandsand thegoodwill of our customers
• You will also provide sales support to our teams on board the Marella Fleetassisting 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 andexternal 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 desirableable 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 areasFinancial, Health, Social, Community and Career
• Excellent rates with foreign exchange and discounts with retailers
• Discovery daytime to spend working at a local charity or community
• Pension scheme and life assurance

TUI is the UKs largest tour operator, our key brands include TUI, First Choice, Marella Cruises and Crystal Ski Holidays. Our airline is the countrys third largest with 62 aircraft operating to over 88 destinations in 30 countries. We have a team of morethan 10,000 employees serving over 6million customers each year. Were on a journey towards a more digital, connected and integrated future. But we havent arrived there yet. We believe that differences drive innovation and were encouraging an environmentwhere diverse talent thrives and its our unique colleagues that will shape the future of travel.If you want to know more about why TUI Group is the worlds leading tourism group, and our continuing work in the diversity & inclusion space, simply visit careers.tuigroup.com.