Contact Centre Tours Specialist - Sales

Island Routes is seeking to hire Contact Centre Tours Specialists. He/She will be primarily accountable for selling tour packages to clients and must provide prompt, courteous assistance and resolution to travel agents and direct clients' issues.

Contact Centre Tours Specialist 

* You will be a part of the Contact Centre Team, not in the Resorts.*

 He/She must be able to handle large volumes of calls and must provide accurate and updated information on products, promotions and procedures to all clients, maintain a current understanding of other departments operating policies and procedures, in order to make accurate decisions and proper recommendations to callers and always provide excellent customer service to internal and external clients and be able handle & defuse irate client issues & (or) refer to superiors for additional assistance.

Responsibilities include and are not limited to:

• Inbound/Outbound Calls to Sell and upsell clients on Island Routes products and services while providing prompt, courteous assistance.
• Ensure products and service confirmations are communicated to vendors 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 Cancellation requests, refund requests, and tour change requests. This includes sending the relevant documents to our IRAT accounts department and notifying the relevant IRAT tour desks, dispatchers, etc.
• 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 Travel 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 with 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 Management.