Customer Relations Advisor

The purpose of the Customer Relations Advisor role in the Customer Service department is to provide effective problem resolution by appropriately managing customer complaint cases. Dependent on the business unit, this can include cases that are both light to medium complexity, as well as cases that are sensitive and more complex in nature or within a regulated product function/field such as Insurance.

Key Responsibilities

• Respond to customer contacts via appropriate channels including telephone, email and web chat channels in line with company policy and procedure.
• Manage customer complaints through to resolution, in accordance with our service standards. Liaising with customers and suppliers/partners to investigate cases, implementing effective decision making skills to reach an appropriate outcome.
• Manage urgent/sensitive/high risk customer cases and if possible prevent them from becoming complaints or escalated issues, whilst ensuring all customers are treated fairly in line with relevant company standards.
• Make effective decisions on when to handle a case and when to escalate to Support Agents and/or CS Management for support and/or authorisation to deviate from standard screens and processes.
• Provide accurate, valid and complete information by using the right tools, methods and processes, adopting adequate behaviours as per the Booking.com values.
• Ensure a high level of customer/partner/supplier service and a positive customer/partner/supplier experience, by giving a timely, efficient and professional support, whilst working within the relevant organisational, legislative, compliance and regulatory frameworks/processes.
• Meet Key Performance Indicators, including service targets, case handling targets and customer satisfaction measures. Adhering to regulatory timeframes and deadlines where required.
• Ensure all administrative elements of customer complaint processing are effectively followed, to adhere to internal and regulatory compliance requirements and service standards.
• Provide feedback (and suggestions if applicable) to relevant stakeholders on existing tools & procedures, with the goal to improve the customer/partner/supplier experience, enhance our service quality and/or increase efficiency of our service delivered to our customers.
• Utilise effective interpersonal communication skills to build rapport with customers and help reach an appropriate outcome in all cases.