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Contact Centre Contiki
2 weeks ago
POSITION PURPOSE Contact Centre Agent - Youth Brand Direct 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.KEY RESULT AREAS & ACTIVITIES PERFORMEDHandle sales and service enquiry contacts, including phone calls, emails, electronic leads and web chats, to meet the needs of external clients.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 targetsBe 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 systemSupport our Customer Relationship Platform by accurately update client names, addresses, and contact informationActively participate in ongoing training & development initiatives, ensuring up-to-date knowledge of company product, policies and proceduresAssist in support and sales departments on a seasonal/rotational basis as required Help with Warehouse Distribution needs during peak timesWork 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 TTC PILLARS = Ownership, Urgency and Excellence, required for all rolesCustomer Centric: You are able to anticipate, recognize, and exceed customer needs, and can uphold the standards of The Travel CorporationAttention 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 youSales: 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 SUPERVISORY RESPONSIBILITIESNone EDUCATIONHigh School Diploma or GED requiredCompletion of a Travel and Tourism Diploma preferable but not essentialExcellent written and verbal communication skills and a superior command of the English languageFluency in French considered an assetTICO certification (or willingness to pursue) is requiredEXPERIENCE1-2 years' experience in a Customer Service based environmentComfortable dealing with customers over the phone Proficient with computer systems including Microsoft O365 WORK ENVIRONMENTOffice basedSitting, standing, walkingSome lifting (up to 50 lbs) Varying shift work, including evenings, weekends and some Public Holidays The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required to fulfil this role. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
