Call Center Agent Complaints and Administration

Join TUI within our specialist brand Intercruises as a Call Centre Agent, based in Edinburgh, UK. This role sits within the Cruise Connect team where you will provide exceptional customer service by handling inbound and outbound calls, resolving customer complaints efficiently and empathetically, and supporting administrative tasks to ensure smooth operational processes.

Closing Date: 3rd of September

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• Handle a high volume of inbound and outbound customer calls professionally and efficiently.
• Investigate and resolve customer complaints in line with company policies, ensuring a positive customer experience.
• Accurately log and track complaints, resolutions, and follow-ups using internal systems.
• Liaise with internal departments to resolve issues and escalate complex cases when necessary.
• Perform administrative duties such as data entry, updating customer records, and processing documentation.
• Support reconciliation and refund processes, ensuring accuracy and compliance.
• Maintain up-to-date knowledge of products, services, and procedures.
Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements.

ABOUT YOU

• Previous experience in a call centre or customer service role, ideally with exposure to complaints handling.
• Strong administrative skills with attention to detail.
• Excellent communication and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Proficient in using CRM systems and Microsoft Office applications.
• Strong problem-solving skills and a proactive approach to customer service.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.