To deliver a high quality service to both Travel Agents' and direct Customers prior to holiday departure by contact channel of their choice; delivering sales, through service, of our products to enhance the holiday experience of all of our customers.
What You'll Be Doing
To handle calls from travel agents who wish to make bookings they cannot make on their in house systems or who have enquiries or changes after they have booked their customers holiday with First Choice or Thomson.
To handle calls from direct customers who wish to make bookings they cannot make via our Web Site or who have enquiries or changes after they have booked their holiday with First Choice or Thomson that they cannot administer on line; providing technical support and/or coaching as appropriate.
Effective call handling skills using pitch, pace, articulation, volume and energy to project a warm, professional and confident impact on the telephone ensuring use of concise and simple terminology which is understood by all.
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.
Provide technical support for Travel Agents who may have queries on the selling systems or brochure discrepancies and ensure timely resolution of queries.
To identify the Customer requirements and to give advice on new holidays or enquires.
Ensure that all queries are resolved taking personal accountability and ensuring first call resolution where possible.
Take personal responsibility for the integrity of any booking you are making; changing and highlighting any pricing/loading errors immediately.
Liaise with colleagues and Team Leaders to aid problem resolution.
Manage difficult/conflict situations in a confident and professional manner and resolve to the satisfaction of all parties.
Effective decision making outside of the standard terms and conditions.
Accurately record customer information and records of discussions with Travel Agents or Customers in all appropriate selling systems.
Using excellent customer service skills identify the customers needs and recommend appropriate ancillary products accordingly.
Financial Management:
Delivery of all personal KPIs and adherence to all operational standards.
Stakeholder Management:
Work in collaboration with stakeholders to enable delivery of a high quality customer experience on every call whilst maximising sales revenue.
What We're Looking For
Travel Agent or Call Centre experience essential.
Experience of working in a results driven environment to achieve stretching personal targets.
Excellent customer service and communication skills.
Sales skills desirable.
Self-motivated and able to work under pressure.
PC Literate.
Able to work flexible hours across the call centre opening hours on an annualised hours basis.
Key Performance Measures:
Consistently meet or exceed all individual productivity, sales and service targets.
This job expired on 17/02/2012
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