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About the Role
As a Customer Experience Executive, you will manage customers who book directly through the Oliver’s Travels website, converting provisional bookings into confirmed sales and supporting guests throughout their booking journey. This role involves managing payments, booking administration, answering queries, and resolving issues to ensure a seamless customer experience.
Responsibilities
- Proactively convert provisional online bookings into confirmed sales.
- Contact customers to answer questions, provide reassurance, and remove barriers to booking.
- Manage pre- and post-booking enquiries across phone, email, and live chat.
- Process customer payments, refunds, and booking allocations accurately.
- Maintain accurate customer, booking, and communication records in Salesforce and other systems.
- Resolve customer issues, complaints, and escalations promptly and professionally.
- Liaise with homeowners and internal teams to resolve booking and customer queries.
- Identify and resolve booking, pricing, fee, and commission discrepancies.
- Complete accurate administrative and data-entry tasks relating to bookings, suppliers, agents, and homeowners.
- Work closely with Sales, Product, Marketing, Finance, and other teams to deliver a joined-up customer experience.
- Take ownership of finding the information needed to answer customer and homeowner queries.
- Work towards agreed conversion, customer experience, and operational KPIs.
- Represent Oliver’s Travels and deliver consistently high standards of customer service.
Requirements
- Excellent written and spoken English.
- Strong customer service and communication skills across phone and written channels.
- Strong organisation and attention to detail.
- Confidence working with numbers, including payments, fees, and commissions.
- Ability to manage multiple enquiries and priorities in a fast-paced environment.
- Confidence handling difficult conversations and resolving customer issues.
- A commercial mindset and willingness to proactively convert booking opportunities.
Skills
- Customer service
- Communication
- Organisation
- Attention to detail
- Working with numbers
- Problem-solving
- Salesforce
- CRM
- Payment processing
- Booking administration
- French language skills
- Spanish language skills
- Italian language skills
Location
- London
Work Type
- Hybrid
- Full-time
- Fixed-term contract
Experience Level
- Previous experience in customer service, travel, hospitality or another customer-facing environment is desirable.
- Experience within villa rentals, boutique or luxury travel is desirable.
- Experience using Salesforce or another CRM is desirable.
- Experience handling payments, refunds or booking administration is desirable.
Salary/Compensations
- £27,000 + monthly incentive
About the Company
- Oliver's Travels is a company focused on providing excellent customer service and seamless booking experiences.