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. Requirements Of Special Knowledge/skills
• Thorough knowledge of CS procedures, policies, systems and terms and conditions
• Good knowledge of Partner/Supplier procedures and systems
• Proven and demonstrated a high-performance track record
• High level of English language proficiency, with excellent communication skills (written and verbal)
• Takes responsibility and ownership of own case work - strives for first contact resolution
• Enthusiasm and ability to work in a team and independently
• Is adaptable and open to constant changes
• Is proactive and able to complete tasks within a specified deadline
• Explains facts, practices and policies to internal or external counterparties, where there may be skepticism or reluctance to agree
• Connects to the customer using emotional intelligence and excellent interpersonal communication skills. Takes a positive and empathetic approach to conflict resolution and objection handling, aiming at achieving Win-Win situation
• Individual contributor with broader knowledge of theory and principles within a professional discipline or specific technical/operational practices
• Prior experience of working within a CS Customer Advisor role
• Adopts an investigative approach to problem solving
• Keeps up to date and able to apply Booking.com Policies & Rules, staying informed both on internal and industry updates