Guest Experience Coordinator /Customer Care Consultant

 

 

 VACANCY NOTICE

 

 

Position Name:                     Guest Experience Coordinator /Customer Care Consultant       

Business Unit:                      Reservations            

Reporting To:                       Department Manager  

Commence Employment:    Asap

 

  Purpose of the Position

 

To satisfy reservations requests through booking holidays for members.

• To conduct reservations administrations functions, assist with reservations targets being met. Ensure that all members are assisted in a friendly and in a courteous manner and that all queries are resolved in line with our Service Level Agreement.

 

  Key Performance Areas

 

 

• Contact members on outbound Campaigns to secure Reservations
• You will be given 50 hot leads a day, in which you are required to call and close as many of those sales as possible. If you exhaust your 50 leads, more leads will be given at your request.
• All communication must be conducted through the system-generated email or WhatsApp.
• Understanding each member’s needs
• Source stock and book holidays accordingly
• Ensure that the guest receive the accommodation he / she is expecting
• Upselling, or offering a longer holiday experience and Add-Ons (eg horse riding, spa treatments) to the customer.
• Meet a talk time target of 5 Hours per day
• Follow the given inbound and outbound script with every call and reach a TQC target of 80%
• Deals with holiday requests via telephonic, written correspondence or face to face,.

 

Competencies Required

 

 

• Target driven
• Accurate, organised and able to multitask
• Excellent communication skills (verbal and written)
• Bilingual would be an advantage
• Strong customer services orientation and influencing skills
• Excellent interpersonal skills
• Well presented with excellent elocution and conscious of brand representation
• Ability to work under pressure
• Dependable

 

 

   Qualifications & Experience

 

 

• MS Office and Electronic Mail
• 1 year sales experience required
• Experience in a customer services environment , Good administrative skills

• MS Office and Electronic Mail
• Knowledge of Reservations an advantage