Online Consultant

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Online Consultant required for successful holiday company based in between Wimbledon and Putney.

You will deal with all customer contacts made through online channels such as website email enquiries, online Chat and web brochure requests.

Key Tasks:
• Dealing with all online customer contacts made through online website email enquiries, chat and web brochure requests.
• Ensure the highest quality of written correspondence when dealing with customer enquiries
• Convert online enquiries into sales, delivering exceptional customer service, matching products and service to the customer needs
• Using expert knowledge to assist customers with suggestions and ideas on itineraries & products
• Check availability and price, attempting to close the sale on every opportunity
• Actively seek to improve the level of service offered to customers with a commitment to go the extra mile and exceed customer expectations on every customer contact
• Achieve and exceed sales performance targets against key performance indicators including contact conversion & revenue targets.
• Achieve 100% booking accuracy, ensuring the customer is made aware of any relevant information that may impact their experience
• Take ownership and accountability of own quality of work to minimise the risk of errors
• Develop and increase knowledge of products and geographical areas through training and self-development
• Communicate to relevant management/internal contacts any changes in customer needs, levels of customer satisfaction and product availability
• Maintain high awareness of current product offering and monitor changes constantly, ensuring awareness of discounts available and ensuring 100% accuracy of information on file
• Demonstrate willingness and flexibility to assist other departments with customer queries ensuring the customer is the priority at all times
• Outbound call direct clients/Travel agent partners to generate new leads
• Diarise and chase brochure requests

Knowledge and Experience:
• Previous solid sales experience essential
• Track record of achieving and exceeding sales and service targets
• Highly sales motivated
• Sabre experience (desirable)
• Previous call centre experience (desirable)

Skills:
• Excellent communication skills, builds strong trusting relationships with customers
• Ability to work under pressure and to sales/call handling targets with a strong sense of urgency
• Passion for selling & strong geographical knowledge
• Exceed customers’ expectations
• Highly numerate with an excellent attention to detail

Attributes:
• Pro-active problem solver and takes ownership for own performance and development
• Committed and flexible approach, a strong team player
• Confident and self-motivated to exceed targets
• An understanding of the sales/call centre environment and culture
• A willingness to work a 5 day over 7 days shift system.
• A willingness to attend and support guest events in the UK (a few days per year).
• Ability to work in accordance with the company’s values

£18K basic, £45K OTE