Customer Care Executive

About Club Med:

Club Med is a global hospitality brand specializing in premium all-inclusive holidays packages. With over 70 resorts worldwide, we offer unparalleled experiences to customers seeking luxury, adventure, and relaxation. Our commitment to excellence and customer satisfaction is at the heart of everything we do.

Position Overview:

We are seeking a Customer Care Executive to join our dynamic team at the Club Med London Office for the UK, Irish, and Nordics markets. This role presents an exciting opportunity for individuals who are passionate about delivering exceptional customer service and gaining valuable experience in the travel and hospitality industry.

Key Responsibilities:

• Assist Customers: Respond promptly and professionally to customer inquiries via all communication channels, providing accurate information about Club Med resorts, packages, and services.

• Handling pre & post departure claims: Address any claims or issues that arise before or after customers depart for their Club Med holidays including but not limited to complaints regarding T&Cs or service level received from the teams or complaints regarding the customers’ stay following Club Med processes. Manage the entire process of claim resolution, from initial contact through to resolution and follow-up.

• Problem resolution: Address customer concerns and complaints effectively, striving to achieve prompt resolution and ensure customer satisfaction, adhering to Club Med policies and procedures. 

• Product Knowledge: Maintain up-to-date knowledge of Club Med T&Cs, products,processes and policies to provide informed assistance and guidance to customers.

• Documentation:Maintainaccurate records of customer interactions, transactions, and resolutions in our CRM system.

• Collaboration: Collaborate closely with other departments, including Sales, Marketing, and Resort Operations, to ensure seamless communication and coordination in addressing customer needs and claims.

• Continuous Improvement:Identify opportunities for process improvement and contribute ideas to enhance the customer experience and operational efficiency.

• Feedbacks: Gather post-call and post-stay feedback from customers, addressing any concerns, and maintaining positive relationships for future bookings and liaising with sales teams and resorts for operational improvements. 

• Reporting: Provide management with reporting on claims management but also feedbacks from customers and ad hoc reporting on demand. 

Qualifications:

• Bachelor's or master’s degree program, preferably in Hospitality Management, Tourism, Business Administration, or a related field.

• Excellent communication skills, both written and verbal, with a professional and friendly demeanor.

• Strong customer service orientation with a genuine desire to assist and support customers.

• Ability to multitask and prioritize tasks in a fast-paced environment while maintaining attention to detail.

• Proficiency in Microsoft Office applications (Word, Powerpoint, Excel…)

• Fluency in English; proficiency in French is a plus

Compensation package: 

·       25 days annual leave, increasing by a day after 1 year service (to a max of 30 days)

·       Half day on Xmas eve and New-Year eve

·       3 weeks of Club Med vacations per year under Club Med policy (for GO + 1 guest with estimated yearly value of up to £30k)

·       Flexible working policy with the possibility to work 2 days a week from home + 1 week remotely every 3 months

·       Private Healthcare insurance

·       Pension scheme

·       30% of office commute costs reimbursed each month

·       Annual Christmas party and other social events arranged by social committee as well as off-site team building.

·       Strong internal mobility and development opportunities