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E-Commerce Consultant job description

Job Title: E-Commerce Consultant

Department: Sales Centre

Location: Brighton

Travel Factors: Some overseas travel for educational purposes

Reports to: Sales Centre Supervisor

Interfaces with: UK Operations, Customer Services, Trading, Business Systems, Finance and Marketing

Job Role Summary

To provide a friendly, efficient and professional service to both travel agents and direct customers providing information, making and administrating bookings mainly via email & webchat, with an aim to ensure that Neilson’s excellent reputation is maintained and key performance indicators are achieved.

To assist UK Operations team with aspects of their role with pre-tour changes, confirming schedule flying and tickets & dispatch.

Key Responsibilities and Tasks

Challenge and improve ways of working and the customer offering to drive efficiency and support the overall goal of maximising growth and value added by own business area.

Consistently meet or exceed all individual productivity, sales and service targets.

Maximise sales of Ski, and all summer products and generate revenue through the sale of ancillaries.

To be precise in costing holidays and be numerically accurate and take personal responsibility for the integrity of any booking you are making; changing and highlighting any pricing/loading errors immediately.

Participate in outbound calling/marketing campaigns.

To ensure scheduled flight costs are recorded and be commercially focused on any profitable action required.

Continuously monitor and improve the customer offering, through personal service delivery and action and through collaboration with the wider team.

Understand the brochure terms and conditions with regards to changes to holiday arrangements and be able to explain them clearly to the travel agent or customer as required.

Excellent customer service skills identify the customer’s needs and recommend appropriate products accordingly using in depth product and service information.

To exceed service and customer service levels through live web chat and wed forums.

Respond to incoming sales and admin emails with a desired turnaround time of 24hrs or less.

Handle secondary sales and admin calls using a professional and confident manner.

Assisting with UK Operations pre-tour changes in busy times or the absence of UK Operations team along with assisting the duties below.

Checking the quality and accuracy of information provided in customer documentation, auctioning changes as necessary.

Ensuring customer documentation is dispatched within agreed timescales.

Log/order all auxiliaries booked to ensure all extra documentation pertaining to these extras is dispatched to customer.

To manage the dispatch queries, processing all requests promptly.

Manage and confirm schedule flights following procedures.

Delivery of all personal KPI’s and adherence to all operational standards.

To use our in house booking systems, @Com, Travelink and Neilson’s customer database efficiently.

Follow all Sales Centre policies and data protection act at all times.

Maximise personal skills, knowledge and experience to positively impact on performance and assist in meeting business goals.

To be commercially aware.

Prepared to travel overseas for educational and product knowledge improvements purpose.

Assist in training and development of new staff.

Attend regular product training sessions.

Leadership, Management, Personal Skills, or Qualities

Essential: To work as an individual and to be a team player.

Excellent verbal and written communication skills.

Great attention to detail.

Communicate with all levels of external customers, ensuring customer care at all times.

Confident, articulate and clear communication skills with customers, to ensure sales opportunities are archived.

To develop good working relationships with colleagues and other internal departments.

To confidently select the appropriate product to suit the customers’ needs.

Take responsibility for all decisions made related to the role.

To confidently select the appropriate product to suit the customers’ needs.

Take responsibility for all decisions made related to the role.

Flexible approach to working hours and weekend shifts.

Desirable: To be commercially aware of holiday sales and trends

Technical Skills, or Knowledge

Essential: Knowledge of Microsoft packages: Word, Excel, PowerPoint, Email.

Numerically accurate.

General geographical knowledge.

Experience and Track Record

Essential: Previous sales skills experience.

Previous customer service experience.

An active interest in skiing or sailing.

Desirable: Previous ski or sailing experience.

Travel agent or call centre experience.

Experience of working in a results driven environment to achieve stretching personal targets.

Qualifications, Training, Professional Memberships, or Accreditations

Essential: Educated to GCSE level, or equivalent, in Maths and English.

Desirable: Travel or tourism related higher education qualification.