► Handling all customer interaction in a prompt, friendly, personalised and professional manner ► As a blended agent, interact with the customer across all channels ► Providing a high-touch experience for customers each and every time ► Acting as a trusted advisor in answering questions, solving problems and recommending experiences that meet customers' needs ► Advising customers on the best services available ► Building rapport with customers ► Providing a value add service that enhances the customer experience and builds our brands and service reputation ► Capture, maintain and ensure quality of customer data ► Identify and highlight any service related issues, incidents or trends ► Highlighting and escalating issues as necessary ► Delivering and maintaining both individual and team targets Qualifications ►Experience of working in a customer contact centre environment, ideally with travel/hospitality industry exposure, providing excellence in service to the customer ► Previous Telesales experience would be an advantage ► A passion for delivering first class customer service ► Highly developed soft skills and a strong will to serve ► Excellent verbal and written communication skills in both English and German to C2 level proficiency ► Good social and interpersonal skills ► Good listening skills ► Flexible enough to work as a blended agent across channels, handling phone, email and chat transactions ► Ability to spot sales opportunities, ask for the sale and or recommend additional products to customers ► Excellent problem solving skills ► Quality focused with attention to detail ► A genuine interest in the campaign brand ► Empathetic, a warm, helpful and positive approach ► The ability to relate to an older demographic of customer ► Proactive, confident, self-motivated and driven to succeed ► A team player ► IT Savvy with good MS Office and keyboard skills; familiarity with technology and mobile applications ► Demonstrable knowledge of European geography and popular destinations in North America ► The commitment to work towards individual and team goals ► Flexibility in hours of work/shift patter