Client Service Executive | Audley Careers Hello, world!

Client Service Executive, Boston

Salary: Dependent on Experience

Client Service Executive
Audley Travel is an award-winning, consistently recognized tour operator that specialises in custom travel in over 80 countries. Our clients come to us because we are the true experts of the region and use our knowledge to provide an unforgettable experience. Everyone you work with here is passionate about travel and exploring other cultures! Beyond that, you will be surrounded by supportive, success-driven individuals. We work to create a fun and competitive environment and pride ourselves on recognizing top performers. Each team here works collaboratively with one another, as we are each other’s biggest resource.

As a Client Service Executive, you will be working as part of a team to support Audley’s customer service and complaint handling processes. This will involve maintaining policies and procedures to promote repeat client rates, increase client engagement and recognize client loyalty. In addition, this position will provide client facing support for the Sales teams and other functions while ensuring all tasks support the Audley Way process. The role will involve a mix of phone based and written forms of communication handling client issues professionally and efficiently and interacting regularly with Sales teams to offer first class support.

Responsibilities:
  • Managing escalated complaints and client feedback
  • Service and refund management by maintaining processes and using a consistent and logical approach
  • Looking after VIP clients and board contacts
  • Proactively contacting detractor clients to address their concerns
  • Social media feedback management
  • Facilitate the set up and maintenance of our Honeymoon Gift Services
  • Be an expert in to support and manage our friends and family policy
  • Develop, update and promote ‘best practice’ documents
  • Manage the online client questionnaires, Travel Companion app and My Audley issues
  • Helpdesk management

Experience and role requirements:
  • A conscientious, tenacious and self-reliant individual who is results oriented and enjoys seeing tasks through to completion
  • Strong customer focus with a solid understanding of the value of Audley’s Repeat and Recommend model
  • Reliable and discreet when dealing with confidential information
  • Remains calm and level-headed in pressurised situations
  • Comfortable working on projects alone and within a team
  • Self-motivated
  • Strong organization, time management and planning skills
  • Demonstrates excellent interpersonal and communication skills, both written and verbal
  • Strong analytical & problem-solving skills
  • Able to work under tight deadlines
  • Confident at presenting to groups of people
  • Excellent customer service and problem-solving skills
  • High level of attention to detail and administration skills
  • IT literate -competent in Microsoft Outlook, Excel, Word and PowerPoint.

Package:
The Client Service Executive role starting salary is $46,000.

Benefits:
We have extensive benefits on offer including:
20 days PTO each year increasing 1 day each year to a maximum of 25 days (plus 9 Public Holidays)
Your birthday off each year
100% Employer Paid Health Insurance

We believe it's our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment.

Keeping all of our employees safe is our first priority, especially during the COVID-19 Pandemic. We are currently working 100% remote and will continue to do so until we feel it’s safe and the Government has given us the go ahead to return to our amazing offices, which we miss…a lot! As a result, all interviews are being conducted via Microsoft Teams and all our new joiners are onboarding remotely.

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