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Travel Sales Consultant

Employer
Broadway Travel
Location
Homeworking
Salary
Competitive salary + commission
Closing date
15 Nov 2021

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Role Summary

The role will focus on selling a range of products and services to all holiday destinations, providing expert advice, offering exceptional service to all customers, whilst achieving targets and KPI’s. You will also be required to assist customers with queries and changes to existing bookings, adding extra products after booking if required, actioning operational changes and issuing airline and train tickets in a timely manner. The role is to ensure that the customer experience is seamless from the initial booking to departure by building a personal portfolio ensuring excellent customer service is always provided and all work is completed in a timely and accurate manner. The role will cover all brands including and not limited to Broadway, Inspired Luxury Escapes.

Key Responsibilities

  • To ensure an excellent standard of customer service is always provided over phone, emails and all other communication channels
  • To sell and book holidays from telephone and email enquiries from a wide range of medias and establishing the customers travel needs to provide the right product and destination
  • Deliver exceptional customer service through genuine relationship management and a desire to exceed customer needs
  • Maximise all sales opportunities through, switch selling, up-selling, and offering holiday extras through customer interaction
  • Provide expert travel advice on all product and destinations
  • To take client payments/balances and process correctly.
  • Proactively identify, take ownership, and resolve customer queries in a timely manner
  • Follow up all sales opportunities by conducting call backs to customers
  • Build rapport with clients to ensure customer satisfaction and repeat business
  • Capture and record required client information
  • Achieve all monthly key KPI's and targets
  • Support all promotional and marketing activities
  • Extend product and destination knowledge through supplier training and own research
  • Overseeing emails accordingly to priority levels and sequence, responding appropriately where required
  • Responsible for all processes involving issuing of airline and train tickets, or other products appropriate to this role and checking for accuracy prior to booking
  • To assist with booking amendments and changes in line with our terms and conditions.
  • To deal with difficult situations when a client is unhappy and ensuring the situation is resolved in a timely manner with a positive outcome

Skills Required

  • Exceptional customer service skills with experience of working in a customer focused environment
  • Outstanding product and supplier knowledge, with recent experience of selling holidays to all destinations
  • Outstanding written and verbal communication skills along with an excellent telephone manner
  • Excellent listening and empathetic skills with the ability to anticipate customer and agent needs
  • Excellent attention to detail
  • Flexibility in approach to working tasks with the ability to multi-task and prioritise workload
  • Ability to work on own initiative and as a member of a team
  • Excellent organisational skills
  • Demonstrate excellent numerical and problem-solving skills
  • To have a flexible approach to the business needs
  • Ability to use Microsoft packages – e.g., Word, Outlook, Excel
  • Demonstrable record of achieving KPI’s and targets, with the ability to sell confidently over the telephone and turn enquiries into sales
  • Ability to switch sell and promote and sell holiday extras and enhance the customer holiday experience by suggesting ancillary products, upgrades etc
  • Resilience to deal with complex queries in a fast-paced environment
  • A genuine desire to achieve results, both personally and as part of a successful team

General

  • To undertake any other duties that may fall into the job criteria
  • To follow all company policies and procedures including Health and Safety
  • To ensure the Company values are always demonstrated
  • To treat all employees, customers and suppliers with dignity and respect

This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved

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