JOB DESCRIPTION

							                                                                                    Job Profile
             EXPLORE!                                     Product & Customer Service Executive
                                                                        Team:                                 Tailormade
                                                                        Status:                                 Full-time


                                                                                               One Team One Vision

     Every member of the Explore team agrees to actively contribute to the company’s success. Explore has a
     flexible and open working culture and expects all staff to be flexible in their own approach. This means being
     willing to help out with any task, role or project at any time, as required.

     It is equally important that all team members have a positive, pro-active and customer-focussed attitude, and
     are happy to work in an ever-changing business environment.


                                                                                                         Job Purpose

     To support members of the Tailormade team in order to maximise sales and achieve on-going product
     development. Also, to maintain the highest levels of customer service.


                                                                                                     Reporting Lines

     Reports to Head of Tailormade. There are no direct reports.


                                                                                              Key Responsibilities &
                                                                                                   Accountabilities
      Work with the relevant regional specialist to complete all post-sale tasks including, but not exclusive to,
       liaising with suppliers for itinerary confirmations, sending confirmation and final documentation, balance
       reminders and administering payments, including any cancellations and refunds. Be responsible for building
       an efficient and friendly rapport with the customer throughout the post-sale customer journey.

      Following up with customers for passport details, medical forms and other pre-travel essential information
       and adding passenger information, such as passport and other essential information to bookings.

      Answer straightforward customer service queries, such as visa, vaccinations and transfer queries.

      Maximise ancillary revenue by pro-active customer communication to offer insurance, optional excursions
       and pre-departure services, in conjunction with the relevant regional specialist and in-line with targets set by
       the sales team leader.

      To be responsible for liaising with the loading team to maintain the in-house system product database.

      Work with the Head of Tailormade to ensure we have the very best, commercially driven and constantly
       developed product. Responsibilities will include, but are not exclusive to, rate requests, tour costings and
       copy-writing.

      Work closely with the marketing team to ensure regular, engaging and active online customer
       communication. Ensure product is always on sale at the optimum price point by pro-active management of
       special offers and supplier pricing.

      Work with the Tailormade and Customer Service teams to investigate customer feedback, and drive any
       product follow-ups to ensure the best product is on-sale at all times.



Job Profile: Product & Customer Service Executive                                                                 Page 1
    General product admin, as required.

    Challenge current process to develop the most efficient, stream-lined and customer friendly procedure.

    Accountable for executing all assigned tasks to meet and exceed business and team targets and KPIs.

    To ensure a customer-focused approach is adopted in all assigned responsibilities. Flexible attitude in
     undertaking required tasks.

    Provide cover for sales during busy periods.




                                                                                                     Person Profile

                         An upbeat, postive manner and a “can do” attitude is a pre-requiste. Attention to
 Personality:            detail must be second-to-none; diligence is a must. Someone who is constantly
                         looking to improve processes. Must have ideas to bring to the table.

                         Excellent organisational and admin skills. Good numeracy and working knowledge of
                         Excel. The ability to learn new systems quickly. Excellent
 Specific Job Skills:
                         communication/interpersonal skills. Excellent written & oral English skills. An ability to
                         work on own initiative as well as being a good team player.


                            Good worldwide geographical knowledge and overseas travel experience –
                             essential.
                            Previous experience in a product/admin role – essential.
 Experience:
                            Previous experience of working in a sales/customer service environment –
                             essential.
                            Tour Operator/Travel Agent experience – essential.

 Education and
                         Higher Education / BTEC or NVQ equivalent in Travel & Tourism – desirable.
 Qualifications:



                                                                           Date of Description:      February 2012




Job Profile: Product & Customer Service Executive                                                               Page 2