Travel Experience Concierge

This individual will be primarily accountable for selling multi packages. Him/Her will provide prompt, courteous, time-sensitive responses and carefully curated solutions to our external Agents and direct clients.

Travel Concierge Experience

Core function:

He/she will handle large volumes of calls/emails and is expected to provide accurate and updated information to confirm the sale, along with details on travel procedures to all clients.

He/she must maintain a current understanding of all products and services along with all operating policies and procedures, in order to make the best recommendations to our most valued clients. Agents must provide excellent customer service both internally and externally and be able to handle concerns and unforeseen circumstances that may affect the delivery of a service.

Minimum Qualification:

• Diploma or O’ level subjects including English Language or any other related discipline.
• 2 – 4 years’ experience in a similar position or in the Tourism Industry.
• Computer literate with computer application and software, i.e. Microsoft Applications. 

Knowledge, Skills and Aptitude required:

• Must possess excellent oral, written and communication skills.
• Have excellent interpersonal skills.
• Have the ability to work in a fast pace, multi-cultural environment and therefore promote harmonious relationship (inter & intra departmentally).
• Must be professional, positive, open-minded and energetic.
• Be able to work on own initiative.
• Must be able to work flexible hours.
• Must be able to shape new ideas for business growth.
• Must be confidential.
• Must be solution oriented. 

Responsibilities include and are not limited to:

• Inbound/Outbound Calls to Sell & Upsell clients on our products and services while providing prompt, courteous assistance.
• Ensure products and service confirmations are communicated to Partners in a timely manner.
• Generate lead inquiries from Inbound calls for database building.
• Ensure that all outbound calls to clients are handled immediately and effectively.
• Handle all booking requests, cancellation requests, refund requests, and change requests. This includes sending the relevant documents to our accounts department and notifying the relevant departments.
• To ensure the full utilization of appropriate Customer Relationship Management (CRM) system tool to enable outreach to qualified leads and pre-travel experience planning.
• Teamwork with the Logistics Team on all inquiries, leads, and custom requests; assisting to build appropriately packaged and priced options for the client/s, sourcing new vendors & custom pricing where needed.
•  Be able to support, maintain and (or) improve standards of record keeping related to interactions, sales, dispatches, etc.
• Provide accurate and the most updated information on products, promotions and procedures to travel agents and (or) direct clients.
• Assist and support the process of updating and correcting information, related to marketing material, website info, promotions, events, etc. by bringing these necessary changes to the attention of their manager.
• Research and resolve issues presented by external Agents and (or) direct clients – this involves contacting the relevant departments, vendors, etc.
• Communicate necessary information to Supervisors and peers through effective written (or) verbal skills.
• Uphold and maintain conduct in accordance to company and departmental policies.
• Maintain a current understanding of other departments operations, procedures and policies, in order to make accurate decisions and proper recommendations to callers.
• Provide accurate assistance and information to resort personnel.
• Consistently maintain good attendance and punctuality record.
• Meet and exceed Quality Assurance expectations of the company.
• Meet and exceed KPIs and other service standard expectations of the company.
• Be willing to attend training activities, travel opportunities and other events when deemed necessary by the company.
• Any other duties as assigned by Sales & Service Centre Supervisor or VP - Operations.