Customer Experience Agent - Poland Market

Why loveholidays?

At loveholidays - we trailblaze together. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.

You'll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you'll be part of a fun-loving international community achieving great things together.

The impact you’ll have:

The role of Customer Experience Agent is critical at loveholidays. You will be the voice of the company as we launch in Poland, providing dedicated support for outbound transactions before, during, and after their holidays. For this new market, we need a true all-rounder who is flexible and prepared to participate in many and varied activities, adapting quickly should the focus shift to handling inbound customer queries and any other relevant tasks.

You will be building and maintaining customer trust in Poland, ensuring exceptional service quality, and driving cultural and market knowledge across the wider business.

Your day-to-day:

Customer Support & Escalations:

• Outbound Transaction Management: Proactively manage and resolve issues related to pre-booked package holiday components for Polish customers (flights, hotels, transfers, etc.).

• Social Media Engagement: Act as the primary responder for customer inquiries and engagement across social media channels, initially focusing on Facebook and Twitter, with the flexibility to expand to new channels as the market grows.

• Complaint Resolution: Serve as the final escalation channel, handling complex customer complaints and issues efficiently and empathetically, including outbound calling when necessary to resolve urgent matters.
  

Marketing, Content & Tech Support:

• Market Insight: Support the Marketing team by providing valuable market insights, understanding customer trends, and sharing knowledge about what motivates customers in the Polish market.

• Content & Quality Assurance: Support content teams with expert translations and vet both internal and customer-facing documents and web content for correct spelling and grammatical accuracy in Polish.

• Chatbot Training: Collaborate with the Tech team to train our chatbot, Sandy, helping it to effectively learn and communicate fluently in Polish.

Your skillset:

• Language Fluency (Essential): Native or near-native level fluency in Polish, combined with excellent verbal and written communication in English.

• Communication & Negotiation: Exceptional verbal communication skills, including the ability to conduct professional outbound calls for sensitive escalation cases.

• Customer Service Experience: Previous experience in a high-volume customer service or contact centre environment, ideally in travel, but not a necessity.

• Social Media Proficiency: Demonstrable experience in managing public customer interactions and resolving issues via social media platforms (Facebook, Twitter).

• Attention to Detail: Meticulous approach to proofreading, translation, and data entry for content accuracy.

• Strong Technical Abilities: Proficient in using web-based applications for multiple hotel suppliers, airlines, and our internal systems.

• Adaptability: Ability to multi-task, prioritise, and manage time effectively in a fast-paced environment and adapt quickly to potential shifts toward handling inbound transactions.

Desirable:

• Fluency in Germany is highly beneficial.

The interview journey:

1. Intro with a member of the Talent team - 30 minutes

2. Language vetting with a native language speaker - 15 minutes

3. Interview with Head of CX Germany & CX Operations Manager International - 1 hour

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:

• Company pension contributions at 5%

• Individualised training budget for you to learn on the job and level yourself up

• Discounted holidays for you, your family and friends

• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum

• Enhanced maternity/paternity leave

• Cycle to work scheme, season ticket loan and eye care vouchers