Aftersales Executive

+ Manage quoting amendments, cancellations, re-invoicing, and sales leads to ensure accuracy and customer satisfaction.
+ Liaise with suppliers for confirmations, pricing, availability, and special needs, ensuring smooth and tailored customer experiences.
+ Identify and analyse trends in common issues, implementing solutions to enhance guest experiences and streamline operations.
+ Upsell travel extras such as excursions, car hire, and airport lounges to add new value to customer bookings.
+ Use booking systems for all holiday elements and manage multiple email inboxes to maintain seamless communication.
+ Conduct thorough quality checks on bookings within 72 hours and provide feedback on errors to relevant teams.
+ Address and manage pre- and post-departure queries as well as in-resort issues, ensuring a seamless experience for customers.
Operations
+ Ensuring that any pre departure and in resort issues that impact a customer's holiday is dealt with in a seamless and efficient manner whilst exceeding customer satisfaction
+ Manage a flight or accommodation involuntary changes
+ Manage schedule change queues on Amadeus and schedule changes sent to us from our low cost airline providers
+ Liaise with internal departments and external suppliers to resolve any issues and provide feedback regarding trends, quality issues or areas of concern to ensure these are acted upon
+ Explore ways of improving processes to benefit the customer and business
+ Play an active role in Incident Management Team. Operations is an integral part of dealing with incidents and you will play an active role during any crisis by communicating with customers and ensuring you follow all set policies and procedures
+ Out-of-hours service coverage every 4-5 weeks, with extra salary, and bonus payments for a commitment of 12 months:
+
o 112.5 hours per week on call
o 1 week per month as a maximum
o Still work normal hours
Overseas
+ Manage and support relationships with DMCs, serving as the primary UK point of contact and driving continuous process improvements.
+ Ensure the timely booking of third-party products and the accurate dispatch of documentation, adhering to set guidelines.
+ Run and action dispatch and administration reports while professionally handling customer and departmental enquiries.
+ Health & Safety
+ Supervise and respond to customer H&S complaints and incidents, assisting with investigations and embedding lessons learned within the business.
Customer Relations
+ Investigate and respond to post-holiday complaints, collaborating closely with suppliers for recovery and compensation.
+ Identify and call out legal, H&S, and liability issues, providing comprehensive feedback and action plans to improve service quality.
+ Communicate effectively with customers and suppliers through various channels, maintaining high standards of accuracy and presentation.

Are you an expert in Amadeus with outstanding ticketing skills? We're looking for passionate professionals to become part of our Tailormade team as an Aftersales Executive. If this sounds like you, we'd love to hear from you!, We are seeking a dedicated and adaptable professional who meets the following requirements:
+ Excellent Communication Skills: Ability to interact effectively with customers and suppliers, delivering exceptional service, with excellent written and verbal skills to communicate via email and over the phone
+ Problem-Solving Abilities: Skilled at resolving issues efficiently
+ Attention to Detail: Meticulous in ensuring accuracy and quality, especially when using computer systems
+ Great Teammate: Works well collaboratively and supports team goals
+ GDS experience: Excellent GDS Amadeus skills including ability to do Manual issue Amadeus tickets, reissue Amadeus Tickets manually and via the ATC system using cryptic entries.
+ Tech Savvy: Proficient with MS applications such as Teams and Outlook
+ Flexibility: Able to work across various functions and adapt to changing needs
+ Availability: Willingness to work 1 in 3 Saturdays

American Holidays is a North America specialist travel provider operating for over 40 years in the Northern Irish and UK markets. Our customers are at the heart of what we do, and we are passionate about inspiring their next holiday adventure. With offices in Belfast, Dublin and London we offer a wide range of holiday experiences from beaches, city breaks, fly drives and road trips, escorted tours, and cruises. American Holidays is part of the Tailormade team including brands such as Sovereign and Citalia!

+ Competitive basic salary and benefits
+ Various employee discounts and offers
+ Contributory Pension scheme
+ Career progression opportunities
+ Flexible hybrid and remote working patterns
We are happy for this role to be worked remotely, with the agreement that you would be open to travel to our Crawley, West Sussex office from time to time for team meetings and training opportunities., We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.
Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.
Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion.