Contact Center Agent

The Travel Corporation; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

The Travel Corporation is seeking a goal-oriented Contact Centre Agent to enhance customer service through effective sales techniques in Johannesburg. The ideal candidate will excel at engaging with customers across various channels, focusing on providing exceptional travel experiences and achieving sales targets. This opportunity requires strong interpersonal skills, adaptability, and a passion for the travel industry, contributing to a dedicated team aiming for responsible travel solutions.

Qualifications

• Prior experience in a customer service environment is essential.
• Knowledge of Office 365; travel industry knowledge preferred.
• Professional verbal and written English communication skills required.

Responsibilities

• Handle inbound travel bookings via phone, email, chat.
• Maximize sales opportunities through consultative selling.
• Provide excellent customer service and maintain booking accuracy.

Skills

Proficient in English

Customer Service Skills

Sales Skills

Adaptability

Education

Office Administration Skills

Tools

Salesforce

Amadeus Certification

Office 365

Job description

Contact Centre Agent – Join our Team - (On-Site) (Rosebank Johannesburg)

Who We Are

We are driven by service through PASSION, PEOPLE & PURPOSE. The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference. We’re leading the way in responsible travel, offering unique and rich local experiences, and are dedicated to making sure travel is easy and enjoyable.

Position Summary

Working within a world-class contact centre environment, the Contact Centre Agent is responsible for sales, effectively handling travel bookings received via phone, email, chat, and online whilst maintaining a superior standard of customer service to achieve the company's sales targets.

A Contact Centre Agent is goal-driven and captures every sales opportunity with a strategic and attentive approach by matching brands and products with our customers.

In this role, you will receive inbound contacts and leads through various channels and are responsible for converting these leads by providing the best service experience for our customers, both internal and external.

Contact Centre Agents control our most valued contact with our customers and create the ultimate guest experience through consistent professional care and service.

This description outlines the broad requirements of the job and the duties the employee will be expected to perform. This list is not exhaustive, and the employee will be required to comply with additional duties as reasonably required from time to time.

Key Responsibilities

Sales:

• Answer incoming enquiries and match our product with customers' needs using the Consultative Sales Process (CSP) to identify their exact needs.
• Identify lead opportunities on inbound sales calls and utilize CSP skills to overcome objections and help customers through the buying funnel.
• Hunt for leads on live chat, social media, and other travel channels to engage interested customers.
• Maximize opportunities to sell, up-sell, and participate in call centre initiatives for increased sales.
• Respond to and nurture all brochure requests.
• Establish and maintain effective relationships with customers and gain their trust.
• Book all products and services accurately in the various reservations systems such as Tropics, Longitude, and Amadeus.
• Handle all bookings inclusive of groups.
• Use Salesforce effectively to nurture new leads and follow up on existing open opportunities to increase sales performance.
• Book all air products & sectors in the required systems (Amadeus, Lime, Aviate, Tropics, etc.)

Service:

• Responsible for the finalization of all bookings and accurately collecting payments.
• Handle the amendments, changes, suspensions, and cancellations of any existing bookings.
• Provide customers with any information required prior to travel.
• Work with customers to save bookings if trips are suspended, canceled, or the customer wishes to cancel.
• Identify opportunities to sell alternatives and add-ons if required.
• Establish and maintain effective relationships with customers and gain their trust.
• Book and/or amend all products and services accurately in the various reservations systems such as Tropics and Amadeus.
• Use Salesforce effectively.
• Utilize CSP skills to overcome objections and provide excellent personalized customer service.

Quality Assurance:

• Comply with all quality assurance guidelines across interaction channels.
• Ensure quality control (QC) is completed for every reservation.
• Apply coaching feedback and/or suggested corrective actions as provided by the quality assurance team to ensure that you are providing the best possible level of service to customers.
• Attend quality assurance calibrations as scheduled by the Contact Centre Manager and Quality Assurance team.

Skills & Competencies

• Proficient in English, both oral and written
• Quick learner, adaptable to change, and open to new challenges.
• Embrace new systems and brand requirements.
• Keep up-to-date knowledge of company products, policies, and procedures.
• Use multiple computer applications and telephone tech to process customer transactions.
• Partner with your manager and team to meet individual and company goals.
• Identify and report trends, and suggest process improvements.
• Build strong relationships with customers, partners, and colleagues.

General:

• Meet internal and external customer expectations.
• Take on additional duties as assigned.
• Work on public holidays and weekends as needed.
• Follow company instructions and attend training and meetings.
• Adhere to company ethics standards.

Competencies:

• Team player with exceptional selling skills.
• Excellent planning, organizing, and multitasking under pressure.
• Strong communication skills at all levels.
• Willing to learn, develop, and take on new responsibilities.
• Goal-oriented, deadline-driven, and problem-solving mindset.
• Positive attitude, self-motivated, and adaptable.
• High proficiency in English; Amadeus certification is a plus.

You!

• Prior experience within a customer service environment is essential.
• Office administration and/or computer skills are preferable.
• Travel industry experience is highly regarded but not essential.
• Professional verbal and written English communication skills are required.
• Knowledge of Office 365.
• Travel industry knowledge and an understanding of the booking process.

Ready to embark on this journey with us? Apply today!

For more about us, visit: www.ttc.com.

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state or local laws or ordinances.