Introduction

My client in the Travel industry requires Contact Centre Agents that have dealt with International clients/ campaigns, this is not negotiable!! Candidates will be required to work Nightshift, this will be 9 hour shifts ranginf from 15:00 pm to 05:00am.

Experience dealing with high call volumes a must!!

Duties & Responsibilities

• Answer all calls in line with the Service Standards
• Utilises the reservation system (DTS) to process telephone sales
• Promotes products and services in order to generate revenue
• Seize opportunities to upsell products when they arise
• Provides assistance with first level problem resolution
• Confidently responds to questions and provides accurate information
• Discovers preferences and needs to guide callers to find their perfect cruise vacation
• Builds relationships with callers through warm, engaging conversations
• Strives to become a brand expert with a deep understanding of our ships, itineraries, ports of call and pricing programs
• Assist guests with specialist support and after-sales service, such as reservations
changes, purchase of additional services, and special requests
• Provides relevant information to guests in order to enhance customer service and
loyalty
• Responds to guest emails and chats in line with the appropriate service level agreements
• Assists guests with their online bookings and web queries
• Reports guest feedback on web functionalities and content
• Assists with in-house support and training of new staff, when required
• Participates in specific operational projects, as required
• International knowledge and experience
• Identify guest needs by clarifying information, explore every issue and provide solutions
• Develop and maintain sustainable relationships by engaging with customers by going the extra mile
• Flexibility to work in line with operational requirements
• Meet personal/team qualitative and quantitative targets

Desired Experience & Qualification

Relevant Tourism/ Travel experience
Minimum two years Contact Centre Experience
Excellent command of the English language both written and spoken
Strong background in reservations or sales, travel company preferred

Key Skills and Competencies

Goal driven and self-motivated
Extremely organized and detail oriented
Excellent verbal, oral and written communication skills
Must be able to communicate professionally and effectively at all levels (verbal andwritten) with both internal and external customers.
Experienced with Microsoft Office and possesses basic computer skills
Must have an outgoing personality and ability to maintain a positive attitude andenthusiasm each and every day.
Passion for excellent guest satisfaction
Excellent listening and problem-solving skills
Ability to think outside the box and be open to new challenges
Team player attitude
Ownership and accountability
Problem solving
Time Management

Package & Remuneration

R15 900 + Nightshift + Transport All

Acumen Resources Development (Pty) Ltd.

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Contact Centre Agents with International experience needed!!