An experienced Customer Service Advisor is needed to join our team at theICEway based in Welwyn Garden City, Hertfordshire on a full-time or part-time permanent basis.

We are open to candidates with customer service experience and are excited to be recruiting for passionate, customer-focused advisors for our Welwyn Garden City contact centre.

With 15+ years of experience, theICEway provides IT services and technology consultation to help clients primarily in the Cruise Industry achieve their business goals and strategies. Over the years, we have expanded to include offices in the US, Australia, and Eastern Europe. We value our people above all, allowing all team members to thrive in a dynamic and collaborative environment.

Our Welwyn Garden City office houses our contact centre where you'll work in a supportive and professional environment with a team dedicated to providing exceptional service to our cruise clients and travel partners.

This is an excellent opportunity to progress your career with a well-established company!

What we are looking for:

• Customer service excellence - Handling incoming calls and providing exceptional service to our cruise clients and travel partners
• Problem-solving aptitude - Investigating, solving, and responding to customer emails and resolving issues effectively
• Effective communicator - Listening to customers' needs and providing helpful solutions to their problems
• Complaint resolution specialist - Managing and resolving customer complaints with professionalism and empathy
• Sales-oriented mindset - Upselling products and placing customer orders in our computer system
• Collaborative team player - Working closely with internal teams to deliver first contact resolution
• Product knowledge expert - Providing accurate information about our products and services to customers
• Leadership potential - Dealing with escalations from colleagues and supporting the wider team
• Flexibility - Working on a rota basis covering shifts between 8am-8pm Monday-Friday and 10am-6pm Saturdays
• Technical aptitude - Comfortable working with various computer systems and applications

Required Skills:

• Previous experience in a customer service role
• Good understanding of Microsoft 365 products
• Excellent communication skills, both verbal and written
• Ability to remain calm and professional under pressure
• Strong problem-solving abilities
• Attention to detail and accuracy
• Ability to work independently and as part of a team
• Flexibility to work on a rota basis including some Saturdays

Benefits:

• Competitive salary of £24,000 per annum
• Career progression opportunities within a global company
• Comprehensive training program
• Dynamic and collaborative work environment
• Being part of a well-established company with 15+ years of experience
• Working with prestigious clients in the cruise and travel industry
• Office-based role with structured working hours

Sounds interesting? Click the APPLY button to send your CV for immediate consideration.

Candidates with previous experience or job titles, including; Customer Service Representative, Call Centre Agent, Contact Centre Advisor, Client Services Associate, Customer Support Specialist, Cruise Booking Agent, Travel Customer Service, Help Desk Advisor will also be considered.