Customer Service Agent

Job Description

The Customer Service Agent provides professional assistance to TUI customers before, during, and after their holidays. The role focuses on resolving enquiries, booking issues, travel changes, complaints, and service-related concerns efficiently. The agent communicates with customers through appropriate service channels while maintaining a friendly and customer-focused approach. The position plays an important role in protecting customer satisfaction and ensuring that travel-related problems are resolved accurately and promptly.

Key Responsibilities:

Respond to customer enquiries through telephone, email, chat, or other service channels.
Assist customers with booking amendments, cancellations, payments, and travel information.
Investigate customer complaints and provide appropriate solutions within company procedures.
Provide accurate information about holidays, flights, accommodation, transfers, and services.
Escalate complex cases to appropriate departments or management when necessary.
Record customer interactions and case information accurately in service systems.
Follow established customer service, data protection, and operational procedures.
Coordinate with internal teams and suppliers to resolve customer problems.
Maintain a professional, empathetic, and positive approach when dealing with difficult situations.
Identify recurring customer issues and communicate improvement opportunities to management.
Work toward customer satisfaction, quality, response-time, and service-level targets.
Keep updated on TUI products, policies, procedures, and travel-related information.