Customer Service/Sales Consultant
The primary purpose of this role is to provide outstanding customer service that promotes sales within the CSC department. As a CSC Consultant you will positively influence sales through the use of your customer service and problem solving skills. You will manage new bookings from the initial contact through one of our existing media channels right through to completion, using all tools available to add extras to increase revenue, provide first class service and delight our customers.
You will be proficient in providing service via multiple media with a particular emphasis on telephone and email (although web-chat and face-to-face are also required).
Ensure that your service to customers delights and positively impact that customer - Aspire to a right first time outcome for customers such that the number of customer contacts are minimized. - Communicate with customers positively and in consideration of reducing any effort required by the customer in that transaction or any further ones that may be required - Liaise with other departments on behalf of the customer to ensure their interests are fully represented - Ensure that commitments made to customers are kept and that follow up is within the timeframes discussed
Display system and technical proficiency when using all CSC tools and applications - Administer reservations with care in order to minimize error and any reduce customer waivers - Use systems as prescribed through training and manuals
Maximize personal sales revenue from bookings by adhering to the Customer Sales principles - Qualify all bookings and potential bookings appropriately in order to minimize subsequent cancellation of options - Follow up on bookings that have been confirmed but not deposited to maximize conversion - Assist with rebooking provisional bookings that arise from pre-registrations or bookings received in advance of product appearing system - Ensure that opportunities to cross sell and up sell are identified and taken - Keep a full history of all correspondence - Provide updated documentation to clients in a timely manner highlighting important information