Contact: magda.albert@totalstay.com
| Job Title |
Call Centre Advisor |
| Purpose of Role |
To provide advice, support and to manage all non-group enquires and bookings in the most effective and cost efficient way, to convert booking requests into bookings and undertake activities relating to these booking, to proactively manage the follow up of enquires and bookings and to deliver excellent customer service at all times. |
| Duties and Responsibilities |
- Receive non-group enquiries and booking requests on a daily basis from the agents, affiliates and sales offices via in-house computer system, telephone, email or fax
- Prioritize the work load according to deadlines, arrival dates specified service standard requirements
- Acknowledge all enquires and requests however received within specified service standard requirements
- Update the IT system with bookings and other information
- Research appropriate suppliers including the utilization of non-contracted suppliers (hotels) wherever appropriate
- Contact suppliers according to the sales requirements either by e-mail, fax or telephone to make a reservation
- Negotiate the best possible rates and conditions
- Provide suitable alternatives when required
- Keep agents and affiliate customers updated on a daily basis as to the activities being undertaken in relation to the specific enquiry or booking
- Provide the customer with detailed information including prices that meet their requirement
- Ensure that all enquiries and requests however received are managed to a successful conclusion within specified service standard requirements
- Manage with all operational matters once the booking has been confirmed such as amendments and additional requirements
- Check trays daily to ensure every matter in the tray has been attended to within the specified service standard requirements
- Assist Fraud Advisors in dealing with declined cards bookings when needed
- Input data into systems and documentation as part of the Call Centre Advisor procedures and report on these as and when required
- Maintain and enhance good business relationships with agents, affiliates and suppliers
- Deliver the highest levels of customer service at all times
- Ensure that all allocated tasks are dealt with according to the Company procedures
- Undertake other tasks and projects as and when required
|
| Level of financial responsibility |
You will have financial authority (up to agreed limits) for decision making in relation to booking rates and agent mark up rates |
| Line management responsibility |
None |
| Other |
None |
| Experience, Qualifications, Training requirements |
- Travel industry and/or Call Centre experience (desirable)
- Experience working in a customer facing role (required)
- Fluency in spoken and written English and Swedish (required)
|
| Knowledge, Skill, Behavioural requirements |
- Strong communication, interpersonal and client relationship management skills
- Good negotiating and influencing skills
- Accuracy, research skills and attention to detail
- Ability to anticipate and solve problems
- Team working skills
- Stamina and persistence
- A “can do” approach
- Ability to organise and plan effectively and to prioritise tasks in order to manage multiple activities and meet deadlines
- Ability to work under pressure and to tight deadlines
- Willingness and ability to take ownership for decisions
- Initiative to achieve the best result
- Computer literate
|
| Key measures |
- Trays are checked each day to ensure that active work has been actioned according to the specified service standards
- All enquiries and requests are acknowledged within 2 hours of receipt
- Agents and affiliate customers are updated on a daily basis as to the status of their enquiry or booking
- A substantive response communicated to the agent within 48 hours of their original request
- Percentage of calls answered against the daily and weekly average (usually between 40 – 64 but could be higher)
- Customer feedback
- Quality of response to enquiries and bookings – consistently demonstrating a “Here to Help” attitude through the quality of conversations with customers
|
Authorisation
| Manager |
Alpar Gergely |
Date |
Signature |
| Call Center Agent |
|
Date |
Signature |
