Job description
We are looking for Virtual Contact Centre Agent’s to join our successful Digital Sales Team. We are looking for dynamic, sales driven people who are able to work independently as well as working as part of a team. You will have direct access to engage with our customers who have shown an interest in booking a holiday with Hays Travel, whilst working in a fast-paced & highly motivational sales environment.
In return, you will get to be part of an amazing growing team and have unlimited earning potential through our bonus scheme with impressive incentives within our city centre office.
Our customers are at the forefront of everything we do, so exceptional customer service experience is required.
What will be your key responsibilities?
1. Engage and respond to customer comments on social media channels, emails/online enquiries, live chat or via telephone
2. Identify, meet and exceed customers’ needs
3. Build rapport with customers to gain trust and commitment
4. Conduct research to find the customers perfect holiday
5. Bring the holiday to life using features and benefits
6. Accurately input information in order to book a holiday on various supplier systems
7. Provide excellent customer service on each call in order to gain customers’ trust in you to book a holiday
8. Add value to the customers’ experience by arranging transfers, insurance, experiences and any other applicable extras.
9. Conduct daily and effective call backs with customers’
10. To achieve individual performance targets and sales objectives
11. Adhere to company policies and procedures
12. To undertake any other duties that may fall into the job criteria
13. To conform to all company policies and procedures, including Health and Safety
14. To treat all employees, customers and suppliers with dignity and respect
15. This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved
What experience we are looking for?
16. Customer focussed
17. Problem solving
18. Team player
19. Good organisational and time-management skills
20. Excellent communication skills
21. Experience of working in a targeted environment with a proven sales record
22. Customer service and 2 years recent direct travel sales experience
What competencies we are looking for?
23. Excellent organisational skills
24. Proven track record in sales
25. The ability to negotiate and achieve desired outcomes.
26. Strong administration skills with excellent time management skills
27. Ability to listen and engage with the customer
28. Impeccable attention to detail and high levels of accuracy
29. Excellent communication skills/telephone manner
30. Demonstrate the ability to work in a fast-paced sales environment
31. Excellent descriptive skills as selling over a digital platform
About us
As the UK’s largest independent travel agency, Hays Travel specialises in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years, and continue to grow each year.
Our values
Our SMILE values are embedded in to our company and ensure our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.
32. Supportive
33. Motivational
34. Innovative
35. Loyal
36. Excellent