Contact Centre Agent – Service

Overview

Contact Centre Agent – Service Jobs in City of Johannesburg, Gauteng, South Africa at The Travel Corporation

Title: Contact Centre Agent – Service

Company: The Travel Corporation

Location: City of Johannesburg, Gauteng, South Africa

ABOUT US

At TTC, we are Enriching lives by connecting people and places.

For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing – they change perspectives.

Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

OUR VALUES

Everything we do is guided by our five shared commitments:

• Value Every Voice – We put people first.
• Act with Integrity – We do what’s right.
• Explore Beyond Boundaries – We’re driven by curiosity.
• Own the Outcome – We take responsibility for our decisions.
• Succeed Together – We’ve got each other’s backs.

POSITION SUMMARY

Working within a world class contact centre environment, the Contact Centre Agent is responsible for sales, effectively handling travel bookings received via phone, email, chat and online whilst maintaining a superior standard of customer service to achieve the company's sales targets.

A Contact Centre Agent is goal-driven and captures every sales opportunity with a strategic and attentive approach by matching brands and products with our customers.

In this role, you will receive inbound contacts and leads through various channels and are responsible for converting these leads by providing the best service experience for our customers, both internal and external.

Contact Centre Agents control our most valued contact with our customers and create the ultimate guest experience through consistent professional care and service.

Key Responsibilities

Sales:

• You will answer incoming enquiries and match our product with customers' needs using the Consultative Sales Process (CSP) to identify their exact needs.
• You will identify lead opportunities on inbound sales calls and utilise CSP skills to overcome objections and help customers through the buying funnel.
• You will hunt for leads on live chat, social media and other travel channels to engage interested customers.
• You will maximise opportunities to sell, up-sell, and participate in call centre initiatives for increased sales.
• You will respond to and nurture all brochure requests.
• Establish and maintain effective relationships with customers and gain their trust.
• Book all products and services accurately in the various reservations systems such as Tropics, Longitude, and Amadeus.
• You will handle all bookings inclusive of groups.
• Use Salesforce effectively to nurture new leads and follow-up on existing open opportunities to increase sales performance.
• Book all air products & sectors in the required systems (Amadeus, Lime, Aviate, Tropics, etc.)

Service:

• You will be responsible for the finalization of all bookings and accurately collecting payments.
• You will be responsible for the amendments, changes, suspensions and cancellations of any existing bookings.
• Provide customers with any information required prior to travel.
• You will work with customers to save bookings if trips are suspended, cancelled or the customer wishes to cancel.
• You will identify opportunities to sell alternatives and add-ons if required.
• Establish and maintain effective relationships with customers and gain their trust.
• Book and/or amend all products and services accurately in the various reservations systems such as Tropics and Amadeus.
• Use Salesforce effectively.
• Utilise CSP skills to overcome objections and provide excellent personalised customer service.

Quality Assurance:

• Comply with all quality assurance guidelines across interaction channels.
• Ensure quality control (QC) is completed for every reservation.
• Apply coaching feedback and/or suggested corrective actions as provided by the quality assurance team to ensure that you are providing the best possible level of service to customers.
• Attend quality assurance calibrations as scheduled by the Contact Centre Manager and Quality Assurance team.

Skills required:

Communication:

• Proficient in both oral and written communication, in English, with diverse types of nationalities and accents.

Learning on the Fly:

• Have the ability to learn quickly be open to change even when facing new or challenging situations.
• Embrace new systems and brands as required.
• Maintain accurate and up-to-date knowledge of company products, policies, and procedures related to the job.
• Uses multiple computer applications and telephone technology to process customer transactions.

Collaboration:

• You will partner with your manager and teammates to meet your individual goals and contribute to the overall goals for TTC.
• Recognise, document, and alert the manager of any trends.
• Recommend process improvements where needed.

Nurturing:

• You will build, develop, and cultivate relationships with customers, travel partners, and colleagues.

General:

• Be dedicated to meeting the expectations of both our internal and external customers.
• Be required to take on other duties assigned within the Contact Centre.
• May be required to work on public holidays and weekends, including Sundays.
• Act on any instructions from time to time based on the company's operational requirements and falls within the vocational ability of the incumbent.
• Attend in-house staff training and departmental meetings.
• Adhere to company ethics standards.

Competencies:

• Ability to work as part of a team.
• Exceptional selling skills
• Excellent planning and organizing skills.
• Ability to prioritise and perform multiple tasks under pressure.
• Ability to communicate, both orally and written to all levels within the organization and with all customers.
• Willingness to learn and develop and take on new responsibilities.
• Ability to follow tasks through to completion.
• Build excellent business relationships.
• Positive attitude.
• Deadline driven.
• Goal-oriented.
• A strong work ethic.
• Ability to problem-solve.
• Self Confidence.
• Judgement to refer decisions and/or discuss as appropriate.
• Demonstrate patience, understanding and empathy.
• Effective communicator.
• Self-Motivated and able to use your initiative.
• Adaptable, cooperative, and reliable.

Experience:

• Prior experience within a customer service environment is essential.
• Office administration and/or computer skills are preferable.
• Travel industry experience is highly regarded but not essential.

Travel & Other Requirements:

• Professional verbal and written English communication skills are required.
• Knowledge of Office 365
• Travel industry knowledge and an understanding of the booking process.