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Contiki - Contact Centre Agent (Hybrid)
2 weeks ago
ABOUT TTC
Our philosophy at The Travel Corporation (TTC) is simple. To create enriching experiences for travellers by combining an unbeatable mix of exceptional service and quality at great value.
As a global family-owned and run business with over 100 years of experience in the travel industry, our ethos of being ‘Driven by Service’, ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our 40 award-winning brands and experience the TTC difference.
Contiki - Contact Centre Agent will receive inbound contacts and leads through various channels, and are responsible for providing the best service experience for our customers, both internal and external. Our Contact Centre Consultants are goal driven, and capture every sales opportunity with a strategic and attentive approach. Contact Centre Consultants control our most valued point of contact with our guests, and create the ultimate guest experience through consistent, professional care.
ABOUT TTC
We are driven by service through PASSION, PEOPLE & PURPOSE. A Family of Brands MAKE TRAVEL MATTER® for over 100 years. The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference.
PERKS OF WORKING WITH US
- After your first year, you get an annual travel credit of $1250 to travel on any one of our core travel brands.
- You also get 2 weeks a year where you can work from anywhere in the world, your choice.
- To grow - we offer a global training calendar, with a mix of virtual, in-person, and e-learning courses. Plus, we give $3000 per year to support external learning and development courses that interest you and drive your passion.
- Giving back - we give you two paid workdays each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL MATTER®.
- Full health benefits package.
KEY RESULT AREAS & ACTIVITIES PERFORMED
- Use and embrace the Consultative Sales Process (CSP) to generate sales, identifying exact client needs, and articulating features, advantages and benefits of various options.
- Be accountable for personal sales and service metrics, with a focus on achieving targets
- Be proactively involved in outbound sales initiatives when required, and support remote sales initiatives whenever possible.
- Maintain accurate and up-to-date knowledge of The Travel Corporation’s proprietary IT system
- Support our Customer Relationship Platform by accurately update client names, addresses, and contact information
- Actively participate in ongoing training & development initiatives, ensuring up-to-date knowledge of company product, policies and procedures
- Assist in support and sales departments on a seasonal/rotational basis as required
- Help with Warehouse Distribution needs during peak times
- Work within the Travel Corporation’s core values & standards of service, to build trusting relationships with clients, both internal and external, providing a seamless level of service, and maintaining a high level of business productivity.
- Other duties as assigned
COMPETENCIES & ATTRIBUTES
- Customer Centric: You are able to anticipate, recognize, and exceed customer needs, and can uphold the standards of The Travel Corporation
- Attention to detail: You know that being accurate and thorough contributes to positive customer experiences, and providing quality is important to you.
- Passionate: intensely compelled to succeed and able to ignite that same emotion in those around you
- Sales: You will use the tenets of the Consultative Sales Process (CSP) to match our product with customer needs. You will maximize opportunities to up-sell, and embrace all training initiatives for increased sales.
- Nurturing: You will build, develop and cultivate relationships with clients, travel partners and colleagues; and being open, responsive, available and flexible make you easy to work with.
- Exploration: You will develop a quest for knowledge to understand the brand you represent, and are proactively committed to continuous improvement
EDUCATION
- High School Diploma or GED required
- Completion of a Travel and Tourism Diploma preferable but not essential
- Excellent written and verbal communication skills and a superior command of the English language
- TICO certification (or willingness to pursue) is required
EXPERIENCE
- 1-2 years’ experience in a Customer Service based environment
- Comfortable dealing with customers over the phone
- Proficient with computer systems i
