Customer Care Executive (North America) - surrey, Surrey

Customer Care Team The Customer Care team serves as the dynamic interface between our global clients (travel agents) and supplier partners worldwide. The team manages groups of tourists travelling across Europe, North America, and other destinations, ensuring excellent service delivery while meeting both customer expectations and business objectives. Role Overview The role is responsible for delivering excellent in‑destination and post‑tour services for all group bookings, ensuring smooth and high‑quality operation. This includes providing concierge‑level support for key clients when required and effectively balancing customer satisfaction with commercial objectives. The position requires the ability to thrive in a quick‑paced environment, demonstrating flexibility and adaptability, as well as availability to work on later shifts and weekends. Additionally, the role supports various internal departments across a wide range of operational and administrative tasks to ensure seamless service delivery. Key Activities - Understand the itinerary and ensure smooth tour logistics. - Anticipate issues and maintain proactive contact with clients by phone, social media, and in‑person. - Liaise with clients and suppliers to manage the delivery of high standards of service. - Facilitate tour changes negotiating with suppliers regarding costs and feasibility. - Communicate effectively in a crisis and deliver high‑quality solutions. - Take ownership for resolution of complaints, including investigation and follow‑up. Requirements - Languages: Multilingual with Japanese highly desirable. - Flexibility in hours including willingness to work late nights and weekends. - Customer focus with multi‑cultural understanding. - Strong proactive problem‑solving, negotiation skills, and detail orientation. - Previous experience in travel or customer service, preferably in a highly agile environment. - Multitasker with the capability to prioritise, work under pressure and meet deadlines. - Versatility to work as part of a wider North America and global team. - At least 2‑3 years of working experience in the travel industry, preferably with destination knowledge of USA and Canada. #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2pe1ao