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Job Overview

The main purpose of this role is to sell Club Holidays travel products.  This role requires efficiency, and accuracy, delivering exceptional customer service, the ability to sell travel products in an online environment, and ensuring a positive image of the company brand.

Duties & Responsibilities

(An overview, but is not limited to the full function of the role)

• Assist clients telephonically or via email.
• Acknowledge all online queries within 1 hour.
• Ascertain client’s needs and advise suitable products and services.
• Liaise with suppliers to provide clients with the most suitable holiday packages.
• Assist clients telephonically and/or via e-mail with any travel queries.
• Process clients’ bookings including pre-seating, meals, and any special requirements.
• Ensure that the client has been informed of the conditions of travel, in writing, before payment is accepted.
• Create and update the client’s booking file including the client’s contact details and full details of fare quoted, and services offered.
• Inform clients of Club Holiday’s Terms and Conditions as well as those of the suppliers.
• Ensure all necessary documentation is issued within the allocated time.

Skills, Experience & Qualification(s):

• Certificate or preferably a National Diploma in Travel and Tourism
• Minimum 2 years of leisure consulting experience
• GDS (preferably Amadeus) and international fares knowledge
• Strong geography, destination, product, and dynamic packaging knowledge
• Outgoing and approachable with excellent customer service skills
• Excellent verbal and written communication skills
• Passionate about travel and people
• Computer literate with MS Office
• Attention to detail

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Purpose of the role

The role will involve (but not limited to):

(An overview, but is not limited to the full function of the role)

• Driving sales techniques and tools to achieve and exceed set sales targets
• Using effective sales techniques and tools to achieve and exceed set sales targets selling international flight tickets, packages (local and international), and cruises. Responsible for creating an environment to acquire, maintain, and grow a solid client base contributing to and increasing the company's profit
• Use the best levels of customer service, ensuring that Travelstart is the only place to book travel - continuously working on improving the NPS score
• Ensuring all of the customer’s needs are met within the initial opening on an enquiry
• Qualify customers completely to deliver the best service and give the most competitive price

Responsibilities

• Increase sales and revenue daily through telephone, email, and chat requests
• Converting all requests and holiday package requests into sales and revenue, using the best sales techniques to understand the needs of the customer and provide the very suitable product match to the needs of every customer
• Responsible for offering and selling additional Travelstart products and 3rd Party products with every booking, upgrade customers to business class, 3* to 4* hotels..
• Accurate completion of all new bookings, invoicing, amended bookings, and all other administrative responsibilities within the expected timefame.
• Respond to all relevant inbound and outbound calls as required.
• Respond and action all relevant communication correspondence with customers within the time requirement, SLA
• Strive to deliver the highest standard of customer service and work output
• Assisting, as a team, to implement "best practice" policies and procedures
• Ensure all Sales targets set are reached to ensure sales and revenue
• Follow up on every inquiry, and create a sense of urgency to ensure every sale is closed and optimized
• Processing all fraud checks before issuing
• After-hours customer assistance where needed
• Turn every objection into a handled alternative
• Always questioning what we do to ensure we have the best possible position in the market, challenge the norm to achieve more

Other

• Other duties are consistent and within the scope of the position.

Expectations

• Professional written and verbal communication is expected at all times between consultant & customer and consultant to consultant
• All turnaround times are strictly adhered to for quotes
• Extra’s such as accommodation, car hire, and Travelstart products are offered on every booking
• Passport, Visa and inoculation information must be given for all flight bookings
• All information about a booking and repeated back to the client verbally at the time of booking to avoid errors
• All clients are to be assisted in the absence of a particular agent, whether it is your or their client
• A sense of urgency is to be created to close all sales

Skills Requirement

• Efficient working knowledge of Amadeus or similar GDS
• English is essential, any other language deemed as desirable
• Sales experience in the travel industry

Personal competency requirements

• Self-confidence
• Ability to sell and close sales
• Service driven
• Be proactive and have a positive approach
• Team player
• Be able to multi-task with different systems
• Goal-orientated and target-driven
• Self-motivated

Experience

• Minimum 5 years sales experience in the Retail Travel Industry

KPIs

• Monthly Sales figures
• Commission
• Sales of Travelstart Extra’s such as Travel insurance, Cancelation Policy, Flexi Ticket
• Losses incurred due to agent error
• Conversion, number of enquired vs. number of closed sales

Training

• Amadeus as well as relevant short courses
• TCC Training including queues
• Company Policies and Procedures
• Hotel Sales on Preferred partners
• Car Sales on Car Trawler
• Travelstart Products
• External training is arranged with Travelstart preferred partners