Customer Support Representative

Summary

Join Pitchup.com, an award-winning and rapidly expanding travel site, as a Customer Service agent on a fixed-term contract. Provide excellent customer service to holidaymakers and campsite managers via email, phone, and online chat. Troubleshoot technical issues related to the website and integrations. Resolve customer queries efficiently and identify opportunities to improve service delivery. Contribute to business growth by maximizing sales opportunities. Handle routine and complex inquiries, complaints, and support automation projects during the low season. Some evening and weekend work is required during peak season.

Requirements

• It is vital that you demonstrate that you have experience in providing multi-channel customer service, ideally providing support via online portals
• Strong technical ability to troubleshoot and resolve technical issues
• Is meticulous, flexible, and able to take ownership of enquiries
• Has an organised, methodical approach with an eye for detail
• Is internet savvy with the ability to learn new technologies and terminology quickly
• Has general administrative skills, as well as experience within a customer-facing sector
• Is focused on customer needs, identifying the root cause of any issues, and rectifying errors
• Is switched on, enthusiastic, and enjoys being busy and learning!
• Expert troubleshooting and problem-solving abilities with an eye for detail
• Confidence and persistence to carry out investigations to resolve difficult issues
• A clear communicator with the ability to identify suitable escalations

Responsibilities

• Give our holidaymakers excellent service via email, phone, and online chat before, during, and after they make their bookings. This could range from answering questions on bookings to sorting out any problems
• Talk regularly to our campsite managers via email and phone, helping them with queries and being the first point of call if they need help
• Troubleshoot technical queries about our website/portal and integrations to resolve them with speed and precision
• Amaze holidaymakers and campsite managers by providing swift and efficient responses to queries of all kinds across multiple channels
• Act as a problem solver, resolving issues rapidly and identifying ways to improve performance and service delivery to holidaymakers and campsite managers. You will contribute to the growth of the business by maximising all inbound sales opportunities
• Solve both routine problems and complex enquiries and issues
• Handle complaints
• In the low season, you will support automation and efficiency projects alongside delivering customer support

Preferred Qualifications

• Previous experience of working within the travel/e-commerce/marketplace sector would be ideal
• Excellent written and spoken English, and fluency in either French, Italian, or Spanish would be advantageous

Benefits

• ��35,000 - £40,000 per annum, depending on experience
• Work-from-home office equipment allowance
• 25 days holiday, plus bank holidays (pro-rated for part-time employees)
• Pension matched to 4%, private healthcare, life insurance, critical illness cover and income protection - for peace of mind
• Discounts for gym memberships, sports equipment, Caffe Nero, Odeon Cinema and various hotel and retail outlets
• Great staff discounts on Pitchup bookings across thousands of properties in 70 countries
• Employee assistance helpline, in case you ever need someone to talk to, with access to get-fit programmes, nutrition advice, financial and legal advice and counselling
• Enhanced paternity and maternity leave
• Cycle to work scheme