Travel Sales & Service Advisor

We are currently seeking a Travel Sales and Service Advisor to join our Contact Centre who will work remotely. This exciting and challenging role is the first point of contact for customers’ inquiries through various communication channels such as voice and email. You will provide our clients’ customers an exceptional level of service offering accurate and timely responses in adherence to internal call quality standards. Making outbound calls may be required as well. Our ideal candidate is a team player with excellent verbal and written skills and superior communication, organizational and multi-tasking skills who thrives in a fast-paced high-volume setting with a genuine enthusiasm for customer service.

The Travel Sales & Service Advisors are responsible in providing expert travel advice for inbound and outbound calls and emails for our North America clients.  

The focus of this role to successfully manage each call and email, confirming travel reservations and maximizing revenue at every opportunity. Travel Sales will represent Serefin Experiences Client portfolio with highest levels of customer service standards, skill and adherence to expectations set by the business.

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What is your day going to look like?

• Handle travel inquiries efficiently and customer follow-up
• Familiar with marketplace promotions, campaigns both internally and externally
• Up to date with supplier information, attend supplier training as required.
• Secure travel arrangements and bookings for transportation, hotel accommodations, car rentals, tours, and excursions, upsell and cross sell.
• Sell a full range of preferred supplier products in order to meet and exceed targets always using preferred supplier directives.
• Invoice and document client files accurately within mid -office systems.
• Assists in first line resolution of client escalations.
• Comply with all PCI/GDPR/TICO/OPC regulations.
• Maintain schedule adherence including start time, breaks and mealtime.
• Read the latest emails, messages and agent alerts for any important updates
• Take calls/answer emails throughout your shift providing exceptional customer service accurately and efficiently while interacting with empathy, patience and understanding
• Ensure personal adherence to own internal call quality standards/QA scores and KPI requirements
• Participate in short refresher coaching sessions during your shift when possible and which may include role playing and question and answer sessions
• Engage with manager/supervisors and colleagues throughout the day with any questions or concerns ensuring high quality customer interactions every time
• As time permits, work on other duties assigned such as making follow-up calls or working on a special project
• When possible, participate in team building games and activities.

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• Handle incoming omnichannel travel booking and post booking inquiries through meaningful exchanges to understand their needs and accurately addressing their requirements.
• Effectively document and annotate client interactions, process and/or modify transactions and assist with travel related questions.
• Securely handle client data according to privacy guidelines and government and company policies and recommend solutions that align with confidentiality and privacy standards
• Collaborate with, and learn from, our experienced team of managers, supervisors and customer service representatives to deliver an exceptional service experience and enhance your program knowledge
• Cross sell products and maximizing our sales during calls where applicable
• Be responsible for personal quality assurance scores, meeting KPI requirements and own schedule adherence
• Participate in special projects related to client requests
• Other duties as may be assigned

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• Tico accreditation is essential.
• Experience in travel industry focused on sales (Minimum 2 years)
• Proficient Amadeus GDS skills(Native requirement)
• Strong sales and service skills with a proven track record of achieving high sales conversions.
• Excellent interpersonal and communication skills, both written and verbal
• Ability to understand our brand’s offerings, opportunities, and consumer audience.
• Ability to develop and follow standard operating procedures and adapt practices as required.
• Experience working in a stringentenvironment with set SLA expectations.
• Knowledge in travel technologyB2B and B2C platforms as well as loyalty solution platforms
• Computer knowledge including advanced Microsoft Office Suite skills and working knowledge of internet, mobile and tablet applications.
• Proficiently bilingual, spoken and written - English/French (optional)
• Must successfully complete initial training before handling customer interactions; you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance
• Excellent inter-personal, communication and effective listening skills with the ability to foster strong relationships across a wide range of personalities in a diverse setting.
• Detail-oriented and focused
• Previous experience with Five9, Verint software an asset

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