Summary

The Travelopia Yachts division is an exciting and complex business with three brands in two business streams – Yacht Charter and Yacht Sales. The business operates 15 bases and 6 offices, across 25 legal entities in 20 countries and in 11 currencies The Customer Refund and Customer Service Executive is a key role within the Customer Service Team, working closely with the Operations Coordinator Lead, Head of Finance Processing, the wider Finance Processing team, Treasury Co-ordinator, and various Sales teams. Key responsibilities include communication with our customers and obtaining information to enable refunds, managing the refund process and ensuring that they are processed within the agreed time scale, supporting the new supplier set-up & payment process. In conjunction with the finance tasks this position is to provide excellent customer service and administrative support by handling complex customer service issues. This includes written and verbal communication with customers and internal departments including our global overseas operations teams. In addition, the role requires completing administrative projects, and providing information-management support. This role requires an excellent communicator, someone who can converse and negotiate in a professional manner in person, over the phone, and in writing. This individual will be comfortable resolving issues on a wide range of levels using the tools provided.

Key responsibilities

• Manage customer refunds, cards, bank transfers
• Manage the customer receipts & refunds & record onto bookings as required
• Manage the Customer communication and obtain information required for refund payment
• Support the payment process, assist with investigations for any payment failures, ensure that all documentation is saved for the payment approvers and that all payments are listed correctly for our treasury needs.
• Setting up claim files; issuing credit certificates when necessary, and entering credit certificates into appropriate data base applications (Triton / Zendesk / Hubspot)
• Support the customer care team with setting up refunds, acquiring the proper approval, submitting the refund to the proper department and conducting the following up.
• Support the customer care team by assisting with answering phone calls, logging, and resolving complaints.
• Support the business during critical business needs.

Key Relationships:

• Operations Coordinator Lead
• Customer Service Team
• Head of Finance Processing & Wider Processing Team
• Customer Communication
• Charter and Yacht Sales Teams
• Treasury Co-ordinator

Key Attributes

• Excellent communication skills, both written and oral
• Experience speaking with customers & acquiring sensitive data
• Good attention to detail and experience working with multi-currency accounts
• Good problem solving, organisational skills and attention to detail
• Experience with high volume transaction processing
• Able to work on your own and prioritise workload
• Able to build relationships across all levels of the organisation
• Able to work under pressure and ensure deadlines are met
• Knowledge of Dynamics advantageous
• Knowledge of bank requirements for payment transfers helpful

We pride ourselves on being travel authorities. Being responsible for the way when it comes to providing outstanding travel experiences, our brands offer the world’s best polar expeditions, wildlife safaris, cultural tours, yachting adventures and more.
We believe people are happier and perform best when they are able to be their true self, and that teams with varied strengths deliver better results.
Together we will cultivate a diverse, equitable and inclusive environment, where everyone can thrive. We are committed to inspiring change through growing awareness of, and counteracting, unconscious bias; building an inclusive culture, and accepting diversity in all its dimensions. Please note that for all benefits, details were accurate as of the publication date. Any changes will be advised to you upon your start with the Company.
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