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.