Sales & Customer Service Agent

Travel Trade Recruitment; United Kingdom; Remote; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Remote role

Commission on salary

Travel perks

Job summary

Travel Trade Recruitment is seeking an experienced Customer Experience Executive for a homebased role within the travel industry. You will promptly handle customer interactions across the lifecycle and maximise conversions with a strong service focus.

Key duties include answering calls, handling enquiries via multiple channels, processing bookings and amendments, upselling, arranging ancillaries, and keeping clients updated with documentation. Remote working and travel perks are available.

Qualifications

• Experienced in a customer facing role in a busy environment.
• Experienced in travel.
• Experience working from home (desirable).

Responsibilities

• To ensure all incoming calls are answered promptly and dealt with to the best of ability.
• Respond to and follow up any sales or customer care enquiries received by post, email, telephone, webchat or any other channel.
• To accurately complete bookings and amendments following instructions and using correct codes, prices and taking care to update new client database.
• Maximise upsale opportunities by ensuring that clients are offered all upgrades and extras on every booking.
• Assisting clients with all further customer care activities including collecting payments, booking ancillaries with airlines, informing clients of changes to their holiday, processing brochure order requests and general queries from the clients.
• Attend any relevant training/educational visits provided by the company to develop knowledge and skills.
• Ensure clients are sent any relevant holiday documentation upon booking and explaining online check in and Manage my Booking.
• To ensure all email enquiries, web chat, social media interactions, text message and whatsapp enquiries are answered promptly and dealt with to the best of ability.
• Any other duties deemed necessary by either your Supervisor, Manager or Director.

Skills

Customer centric attitude

Professional communication

Ability to work under pressure

Conflict resolution

Job description

Are you an experienced Travel Consultant? Are you experienced working remotely and looking for your next homebased role within the Travel Industry?

We are working with an established Tour Operator who are looking for an experienced Customer Experience Executive to join their Reservations / Customer Service team.

Promptly dealing with all customer interactions throughout the customer lifecycle. To maximise conversion opportunities and to deliver outstanding customer service.

Responsibilities and Tasks:

• To ensure all incoming calls are answered promptly and dealt with to the best of ability.
• Respond to and follow up any sales or customer care enquiries received by post, email, telephone, webchat or any other channel.
• To accurately complete bookings and amendments following instructions and using correct codes, prices and taking care to update new client database.
• Maximise upsale opportunities by ensuring that clients are offered all upgrades and extras on every booking.
• Assisting clients with all further customer care activities including collecting payments, booking ancillaries with airlines, informing clients of changes to their holiday, processing brochure order requests and general queries from the clients.
• Attend any relevant training/educational visits provided by the company to develop knowledge and skills.
• Ensure clients are sent any relevant holiday documentation upon booking and explaining online check in and Manage my Booking.
• To ensure all email enquiries, web chat, social media interactions, text message and whatsapp enquiries are answered promptly and dealt with to the best of ability.
• Any other duties deemed necessary by either your Supervisor, Manager or Director.

Core competencies

• Customer centric attitude
• Professional and courteous in all interactions verbal or non-verbal
• Ability to work under pressure
• Ability to deal with difficult situations or points of conflict

Experience:

• Experienced in a customer facing role in a busy environment
• *Experienced in travel
• Experience working from home (desirable)

The package:

* Salary - £26,200 + commission (salary rising after year 1 and year 2)
* Fully remote
* Opening hours are open are 9am-8pm Monday to Sunday - working 5 days per week (1 of those days includes a weekend day). The shift is generally 9am-5.30pm (occasionally 10am-6.30pm and 11am-7.30pm)
* Lots of travel perks