Customer Service Agent jobs in South Africa

As a Trade Account Executive, your primary responsibility will be to drive revenue and foster partnerships with key trade agents within the industry. Your focus will be on cultivating strong relationships with travel agencies, tour operators, MICE companies, production companies, government institutions, and other relevant businesses to promote and sell Village N Life properties and services.

Minimum Requirements

EDUCATION: Grade 12 or equivalent

Diploma / degree in Business, Marketing, Hospitality Management, or a relevant discipline is preferred but not mandatory

EXPERIENCE: Minimum of 3 years' experience in sales or business development, preferably within the hospitality industry or a related field.

Opera Experience And Knowledge Preferred.

Communications – must be a strong communicator in verbal and written forms.

Above average efficiency in Microsoft Excel.

Valid drivers’ licence & own roadworthy vehicle.

Competencies

GENERIC COMPETENCIES:

Sales and Negotiation Skills: Ability to identify potential clients, build relationships, and effectively persuade and negotiate to close deals with trade agents.

Customer Relationship Management (CRM): Proficiency in using CRM software to manage and track interactions with trade agents, ensuring timely follow-ups and personalized service.

Industry Knowledge: Understanding of the hotel industry, market trends, competitor analysis, and the unique selling points of the groups’ offerings.

Product Knowledge: Thorough knowledge of VNL services, facilities, amenities, and room categories to effectively communicate the value proposition to trade agents.

Communication Skills: Strong verbal and written communication skills to convey information, respond to inquiries, and maintain professional correspondence with trade agents.

UNIQUE COMPETENCIES:

Hospitality Expertise: An understanding of the hospitality industry, including hotel operations, guest experience, and industry-specific challenges, allowing for more insightful and customised solutions for trade agents.

Revenue Management: Proficiency in understanding revenue management principles, allowing you to offer competitive pricing and negotiate rates that align with VNL’s revenue objectives.

Long Sales Cycle Management: Expertise in managing longer sales cycles typical of hotel sales, which require consistent nurturing and relationship-building over extended periods.

Destination Knowledge: Thorough knowledge of VNL hotel's locations, nearby attractions, and local events to position the property as an ideal destination for trade agent clients.

Relationship-Based Selling: Emphasis on building long-term relationships with trade agents, going beyond transactional sales to become a trusted advisor and preferred partner.

Requirements

DUTIES AND RESPONSIBILITIES

Product Knowledge:

• In-depth knowledge of the VNL hotels, facilities, services, amenities especially pertaining to VNL Trade products
• Knowledge of Policies and Procedures
• Stay updated on renovations, expansions, and upcoming enhancements to effectively communicate these updates to trade agents
• Understand menu offerings at each property
• In-depth knowledge of Touch-Points at each property
• Sub Brands:
• Basic details/terms of sub-brands within the Village N Life portfolio
  
  

Customer Service:

• Anticipate and exceed the expectations of trade agents, providing personalised attention and solutions to enhance their experience
• Proactively follow up with trade agents after their guests' stays or events, demonstrating a commitment to their satisfaction
• Conduct training sessions and product presentations for trade partners to enhance their knowledge of VNL properties, services, and unique selling points
• Provide updates on renovations and special promotions to trade partners to keep them informed and engaged
  
  

Sales Strategy:

• Identify, target, establish, and maintain relationships with Trade Partners, including Travel Agencies, Tour Operators, PCO's (Professional Conference Organizers), MICE (Meetings, Incentives, Conferences, and Exhibitions), Government entities, Production companies, and Corporate clients
• Training of agents’ consultants on VnL products at their premises
• Achieve assigned sales targets by actively promoting VNL properties to trade partners, effectively positioning the properties as preferred choices for their clientele
• Segment trade agents based on their potential value and prioritise sales efforts accordingly to maximize ROI
• Develop tailored sales pitches and proposals that align with the unique needs and preferences of individual trade agents
  
  

Key Account Management:

• Organise and host property visits and site inspections for key trade partners, showcasing VNL's facilities and services
• Collaborate with trade partners to create enticing packages and offers that drive bookings and revenue for VNL
• Act as the main point of contact for key trade agents, addressing their concerns and ensuring their requirements are met
  
  

General Staff Management

• Give monthly tests to maintain product knowledge
• Arrange property visits for staff to maintain product knowledge
  
  

Trade Marketing:

• Collaborate with the marketing team to create trade-specific collateral, such as brochures and presentations
• Leverage social media platforms and digital marketing to engage trade agents and showcase VNL's offerings to their audiences
• Collaborate with the marketing team to ensure trade partners have access to relevant marketing materials and support for promotional activities
• Participate in trade shows, industry events, and familiarization trips to strengthen relationships with trade partners and promote VNL properties effectively
• Management of brochure contributions according to marketing strategy and budget
• Maintaining VNL Trade Instagram account as well as representing VNL on personal social media
  
  

Customer Relations:

• Proactively engage with trade agents to understand their upcoming needs and align VNL's offerings accordingly
• Organise special appreciation events or personalised gestures for trade agents to strengthen relationships and foster loyalty
• Maintain regular communication with trade partners to ensure strong working relationships and promptly address their needs and concerns
• Assist in investigating and resolving customer complaints raised by trade partners, demonstrating commitment to their satisfaction
  
  

Administration:

• Ensure accurate and up-to-date records of all trade account interactions, bookings, and agreements in the CRM system
• Prepare contracts, addendums, and other documentation for trade account agreements, collaborating with legal teams as needed
• Maintain Vnltrade.com website to ensure all information is up to date
• Mailer distribution to trade database
  
  

Product Development:

• Collaborate with VNL's operations team to identify potential enhancements or new services that cater specifically to the needs of trade agents
• Pilot and test new offerings with select trade agents to gather feedback before wider implementation
• Support the creative thinking on development of new products and offerings
  
  

Reporting:

• Generate detailed weekly, monthly and quarterly reports on trade agent performance, including revenue generated, room nights booked, and PET
• Analyse sales data and trends to identify areas for improvement and recommend actionable strategies for higher sales performance
• Prepare regular reports on sales performance, market trends, and competitor activities to present to the sales management team
• Analyse sales data to identify successful strategies and areas for improvement, providing actionable insights to optimise sales efforts
  
  

Other

• Able to work shifts – according to operational requirements (up to 2 Saturdays per month)
• The ideal candidate would need to be a team player and work well with colleagues in collaboration of monitoring email boxes and telephone lines
• The candidate would not be a typical time watcher and would be eager to assist the department to achieve maximum efficiency
• Maintenance and administration of the Sales CRM system
  
  

Benefits

• Performance Bonus
• Training & Development
• Paid Time Off
• Pension Plan