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Job Description

Customer Support Executive

Department – Customer Support

Reporting to – Customer Support Manager

Working Hours – Full Time, Permanent. Role includes shift work on a roster basis. Opening hours are between 8am-7pm.

About Imagine Holidays

Started trading in the UK in 2011, founded by experienced travel entrepreneur and CEO Robin Deller along with co-founder Natalie Maye. Imagine Holidays are experts in creating Cruise and Stay Holidays and are now selling over 50,000 holidays a year with turnover in excess of £140m with industry beating margin and profit metrics.

Our Head Office is in the UK with a team of 135 and we are now trading in Cape Town, South Africa and Australia (Total employees: 250)

In 2015 Dnata Travel, a division of the Emirates Group, took a 51% stake in Imagine Holidays and we have a confident 5-year growth plan.

Job Purpose

To provide outstanding customer service by understand the customers’ needs and offering expert holiday support.

Typical activities 

  • Deal directly with customers mainly by telephone and email with the occasional face to face interaction
  • Deliver excellent customer support throughout and respond promptly to customer enquiries
  • Understand customer's needs wants and expectations and be resourceful to resolve queries.
  • Handle and resolve customer complaints, in a quick and effective manner
  • Produce accurate admin work to complete any action taken, and ensure all notes are left on customer files
  • Build relationships with suppliers and internal teams to work together in resolving any customer query.
  • Provide detailed travel product knowledge, especially cruise/rail related
  • Be proactive in solving customers issues, maintaining high standards of service at all times
  • Be highly accurate in calculations ensuring the correct costs are given to the customer
  • Encourage repeat customers.
  • Outbound passengers to advise of itinerary and/or flight schedule changes
  • Outbound passengers regarding FHV refunds or to process refunds due
  • Customer Support admin back up support when necessary/as delegated.


  • Call wait time
  • Missed call percentage
  • CSQ scores
  • Email turnaround times

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.