TheClientSupport Coordinator is responsible for progressing inquiries from first contact through to confirmed booking, then supporting the reservation through key stages with clear, accurate updates.
Success in this role depends on consistently hitting service levels (SLAs), enquiry conversion, and maintaining high quality in quoting, booking and communication. The role is expected to be proactive, solutions-focused and highly organized, with strong ownership from start to finish.
An key expectation is that the telephone is the preferred method of communication when it will move the enquiry forward faster, build rapport or personalize service, particularly for availability checks, rate negotiation, needs analysis on incomplete enquiries, and follow-up with customers.
Responsibilities
1) Enquiry handling, qualification and conversion (SLAs)
* Respond to new inquiries promptly via email and phone, meeting response targets and SLAs.
* Conduct needs analysis to understand key requirements (location, budget, dates, stay purpose, preferences, policies and any must-haves) and confirm any missing information.
* Own the enquiry through to booking where appropriate, maintaining momentum through structured follow‑up and objection handling (availability, price, approvals and timing).
* Always be available to take calls, ensuring calls are answered within 3 rings and a warm, professional greeting in line with the company policy.
2) Solution matching using Synergy by SilverDoor and market knowledge
* Use Synergy by SilverDoor as the starting point, where possible, for recommendations and build choice across a relevant set of options that best match the customer’s needs.
* Apply industry knowledge to identify the ‘perfect match’ and explain clearly why each option is suitable, highlighting benefits and differentiators.
* Ensure each quote is positioned around value: what meets the brief, what is flexible, and what the customer gains.
3) Phone‑first execution and rate negotiation
* Use the telephone as the preferred method to speed up conversion and deliver a personal service.
* Call property partners/suppliers to confirm availability, clarify details and negotiate rates/terms where possible.
* Highlight negotiated savings in customer communications (improved rates, added value, flexible terms) and document outcomes clearly.
* Follow up key conversations in writing, keeping records accurate and audit‑ready.
4) Quoting, reservation administration and attention to detail
* Prepare accurate, professional quotes and reservation paperwork in line with SilverDoor standards.
* Manage reservation admin tasks including amendments, extensions, cancellations, check‑in information and documentation, ensuring data quality across systems.
* Maintain clean notes and statuses so enquiries can be picked up seamlessly by the wider team as part of follow‑the‑sun workflows.
5) Issue management and customer care
* Resolve day‑to‑day issues and minor complaints quickly and professionally, setting expectations and keeping the customer informed.
* Escalate early when service delivery is at risk, or when the case is complex, urgent or commercially sensitive.
6) Team contribution and continuous improvement
* Work closely with Client Consultants and Senior Client Consultants to prioritise workload, share updates and support team SLAs.
* Strive to be productive in your work and always be proactive informing managers when you have capacity to take on more.
* Contribute to improving templates, processes and knowledge bases to increase speed, quality and conversion.
Requirements
Skills / Experience
* Experience in a customer‑facing environment with sales, conversion or service targets (inside sales, reservations, hospitality or travel is desirable).
* Confident using the phone for outbound and inbound customer conversations, including needs analysis and structured follow‑up.
* Ability to negotiate or influence outcomes (rates, terms or solutions) and articulate value clearly.
* Strong written communication and attention to detail; able to produce accurate quotes and keep systems and reservation data up to date.
* Organised and comfortable handling multiple inquiries at pace while maintaining quality and consistency.
* Commercial and customer‑first – curious about needs, focused on finding the best match, and confident in positioning value.
* Phone‑first and proactive – uses calls to progress inquiries, negotiate where possible, and deliver a personal service.
* Resilient and ownership‑led – follows up, overcomes objections, and escalates early when service delivery is at risk.
* Team‑minded and reliable – keeps systems updated, communicates clearly, and contributes to shared SLAs and targets.
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