Call Centre Agent - Sales - Biblio Travel - UK Tour Operator

Job Purpose: As Call Centre Agent, you'll be responsible for building relationships with travel agents and direct customers, whilst taking ownership of sales and resolving customer enquiries. A confident telephone manner and a resourceful approach is essential to succeed in this fast-paced, customer focused role.

Accountabilities:

·        Maximise trade and direct sales, providing a high quality customer service

·        Manage large amounts of inbound and outbound calls in a timely manner

·        Ensure the highest level of customer service, exceed expectations and go the extra mile wherever possible

·        Achieving and exceeding company, team and individual objectives relating to sales targets, productivity, product knowledge and attendance/punctuality

·        Contribute to the overall team productivity and sales development

·        Take full ownership of all customer queries through effective liaison with relevant areas of the business.

·        Maintain accurate information on the company’s products, commercial campaigns and ancillary services

·        Handle emergency situations related to the customers, providing maximum support and commitment to the customer.

·        Build strong relationships with customers to ensure customer satisfaction and repeat business

·        Managing post travel feedback and customer service by dealing with any complaints in a calm and diplomatic and timely manner

·        Effectively and efficiently handle any administrational and operational queries

·        Demonstrate excellent product and competitor knowledge by keeping up to date with information available

·        Attend Product events to support product knowledge

·        Adhere to the company's policies and procedures, assuring attention to detail at all times

·        Work to company agreed SLA's, taking ownership of own performance levels

·        Assist with other areas of the business as required

Experience

·        A minimum of two years recent sales and customer service across telephone, chat and e-mail

·        Outstanding customer service skills with previous experience delivering excellent service within a customer facing role, ideally within the travel industry

·        Excel at sales and customer service whether business to business or direct to consumer. 

·        Customer focused and able to work with autonomy

·        Good computer skills and level of numeracy

·        Ability to work under pressure and meet targets

·        Ability to multi-task and manage time effectively

Skills and Knowledge:

·        Excellent knowledge of English language, preferably native speaker

·        Other languages would be useful

·        Excellent phone and verbal communication skills, along with active listening

·        A keen interest and enthusiasm for Travel and Cyprus, providing a quality service to our customers.

·        Very good orientation in the geography of Cyprus

·        Strong administration, organisational, time-management skills

·        Excellent interpersonal skills and ability to communicate effectively with internal and external customers

·        Able to work as part of a team and with other teams under pressure in a busy environment

·        Self-motivated individual, highly disciplined work ethic, open-minded, adaptable to different situations

·        Strong ethical standards & values with a drive to always do the right thing

·        Self-confident to translate a “can do” mentality to others

·        Willingness to learn new technology, software and applications.

·        Ability to work in shifts for 24/7 emergency line

Must be eligible to work in Cyprus - To apply please send CV and covering letter by the 19th of March