Overview
Job Title: Sales Consultant
Team: OTA (Online Travel Agency)
Location: Putney, London
Working set up: Office-centric with hybrid working available (3 days a week in the office, approximately)
Contract type: Full-time
Hours: 37.5 hours per week
Salary: £25,500 + up to 15% bonus
The Role
This is a core role within the business - nurturing a direct relationship with our customers and listening to their needs and what they want from a winter holiday. You are the front line of our online holidays brand and we are looking for someone to represent to the highest of standards. This fast-paced role is focused on sales and will be selling holidays to our large pool of customers; from groups of friends in their 20s all the way through to multi-generational family bookings. Although this role is advertised as a sales agent for Erna Low, you will also support across other brands we have as partners or in our portfolio. More information will be given at the interview.
Responsibilities
* Take ownership of the customer's sales journey, assisting them from first contact to booking and create a unique experience.
* Understand how they found out about us and feed this back to the marketing department.
* Making, managing, and administrating bookings.
* Be the main point of customer contact throughout their contract with us; deliver a high-quality customer experience at all stages.
* Communicating with all our customers across our various communication channels.
* Guide potential customers to making informed decisions on their holiday selection.
* Advising potential customers on the various products and services we offer - cross selling across the portfolio of brands where relevant.
* Upsell additional ancillary products to customers based on their needs (examples include ski hire, lessons and transfer).
* Gain insights by listening to customer desires and feedback to Line Managers - represent the needs of the customer to influence product development.
* Processing payments and refunds.
* Dealing with cancellations and complaints.
* Represent the brand in line with our brand guidelines and tone of voice.
You Will Thrive In This Role If You Are
* An excellent communicator: comfortable on the phone, email, and text chat
* Organised and ambitious to achieve
* Caring and empathetic
* Curious and wanting to learn and provide better solutions for our customers
* Authentic (being yourself and being self-aware is valued highly in the OTA team)
* Conscientious and inclusive
* Adaptable to different people and situations
* A team player
* Adventurous (our customers like to be inspired!)
Requirements
Experience
* Working in a sales environment
* Knowledge of the ski/travel industry
* Working in a customer service setting
* Working with support and CRM systems, preferably the following platforms: G-Suite, intercom, voice host
Skills/abilities
* Fluent English in written and spoken skills
* Excellent interpersonal and communication skills
* Identify customer desires through effective questioning and qualifying
* Strive for quality work and service
* Adaptable and fast learner
Key Working Set Up Requirements
* Happy to work shifts and weekends
* Happy to work within a team which includes remote members
Desirable Requirements (not Compulsory)
* Languages: French, German or Spanish
* Experience in Travel/Tourism sectors
Benefits
* Financial: Competitive salary and bonus (up to 15%); Friends & family discount on ski holidays
* Social: Regular social events and team-building activities
* Work: Flexible working environment; clear career development; exposure to senior leadership; extra holiday allowance
* Products & tools: Merch pack; discounts on a wide range of brands and experiences
* Health: Welfare work package; commitment to equal opportunity and diversity
All employees must have respect for every individual, adhering to and promoting our Culture Manifesto. Wasteland is an equal opportunity employer and prohibits discrimination and harassment of any kind. Please see our full statement on our careers page. We encourage and welcome all applicants to apply.
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