Tours Specialist

The Island Routes (IR) Specialist is primarily accountable for selling tour packages to clients and must provide prompt, courteous assistance and resolution to travel agents and direct clients’ issues.

Tours Specialist

The IR Specialist must be able to handle large volumes of calls and must provide accurate and updated information on products, promotions, and procedures to all clients.

The IR Specialist must maintain a current understanding of other departments’ operating policies and procedures in order to make accurate decisions and proper recommendations to callers. Agents must always provide excellent customer service to Internal and External clients and be able to handle & defuse irate client issues and or refer to superiors for additional assistance.

Core Responsibilities:

• Inbound/Outbound Calls to Sell & 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, tour change requests. This includes sending the relevant documents to our IRAT Finance 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.
• Provide accurate assistance and information to resort personnel.
• Consistently maintain a good record of punctuality and attendance.
• 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.
• Perform and support other duties as assigned by the Call Centre Director or his/her designate.

Job Requirements:

• Must possess excellent oral, written, and communication skills.
• Have excellent interpersonal skills.
• Have the ability to work in a fast-paced, multi-cultural environment and therefore promote harmonious relationships (inter & intra departmentally).
• Must be professional, positive, open-minded, and energetic.
• Must 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.

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 applications and software, i.e., Microsoft Applications.