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
