Job Description

Business Goals

Offers an Omni Shopping Experience to their prospects and customers, to provide exceptional customer service and ensure customer satisfaction throughout their shopping journey.

KPI

Customer Satisfaction (CSAT) Score:

Measure the overall satisfaction of customers who have interacted with the Customer Service Representative.

Survey customers after issue resolution to rate their satisfaction on a scale.

Response Time:

Measure the time it takes for a representative to respond to customer inquiries, whether by phone, email, chat, or social media.

Faster response times often lead to higher customer satisfaction.

Issue Resolution Rate:

Calculate the percentage of customer inquiries or issues that are successfully resolved.

It indicates the effectiveness of representatives in resolving problems.

Customer Feedback and Ratings:

Collect and analyze customer feedback, comments, and ratings provided after issue resolution.

Monitor for trends and identify areas for improvement.

Customer Retention Rate:

Measure the percentage of customers who continue to use the company's services after experiencing an issue.

High retention rates indicate effective issue resolution and customer satisfaction.

Documentation Accuracy:

Assess the accuracy and completeness of travel documentation provided to customers.

Ensure that customers receive correct and timely information..

Escalation Rate:

Measure the percentage of customer issues that need to be escalated to higher-level support or management.

High escalation rates may indicate challenges in issue resolution at the frontline.

Customer Interaction Volume:

Track the volume of customer interactions (calls, emails, chats) handled by each representative.

It helps in workload management and resource allocation.

Job Summary

1) Interacting with customers via various communication channels.

2) Assessing customer needs and recommending appropriate solutions, products, or services

3) Managing and maintaining customer accounts.

4) Documenting customer interactions, inquiries, and resolutions accurately and comprehensively in the CRM system

5) Upselling or cross-selling products or services

Job Responsibilities

Daily

1) Responding to customer inquiries: Answering phone calls, emails, or online chat messages from customers and providing them with information about travel packages, itineraries, pricing, availability, and any other details they may require.

2) Booking reservations: Assisting customers in making reservations for flights, accommodations, tours, transportation, and other travel-related services,

3) Providing recommendations: Offering personalized recommendations and suggestions based on customer preferences, interests, and budget to enhance their travel experience.

4) Upselling and cross-selling: Identifying opportunities to upsell or cross-sell additional products or services to customers, such as travel insurance, upgrades, or additional tours or activities.

5) Handling customer complaints or issues: Addressing and resolving customer complaints, concerns, or issues related to bookings, payments, cancellations, or other travel-related matters, providing efficient and satisfactory solutions.

6) Updating customer information: Maintaining accurate and up-to-date customer records and databases, including contact details, travel preferences, and special requests.

Daily Reporting:

1) Collection and Compilation: Keep track by doing daily sales report which includes' daily sales, metrics tracking, areas for Improvement

2) Track and report KPIs: such as sales revenue, conversion rates, and sales progress.

Weekly

Weekly Reporting:

1) Meeting sales targets: Working towards achieving individual and team sales targets by actively promoting travel packages, securing bookings, and maximizing revenue opportunities.

2) Lead generation and prospecting: Identifying potential customers and actively reaching out to them through various channels, such as email campaigns, cold calling, or social media, to generate new leads and expand the customer base.

3) Follow-up on inquiries and leads: Following up on inquiries and leads from potential customers who have expressed interest in the company's travel services. This involves providing additional information.

4) Sales target review and analysis: Reviewing individual and team sales targets, assessing progress, and analyzing sales performance against set goals. Identifying areas for improvement and implementing strategies to meet or exceed targets.

5) CRM system management: Updating customer information and interactions in the company's Customer Relationship Management (CRM) system to ensure accurate records and facilitate effective communication and follow-up.

6) Reporting and documentation: Compiling weekly sales reports, documenting sales activities, updating sales pipelines, and providing regular updates to the sales manage

Monthly

1) Product and destination knowledge enhancement: Continuously updating product knowledge, staying informed about new travel destinations, attractions, and services offered by the company, and conducting research to provide accurate and up-to-date information to customers.

2) Sales training and workshops: Participating in sales training sessions, workshops, or webinars to enhance sales techniques, customer engagement skills, and product presentation abilities.

3) Performance evaluation and goal setting: Conducting self-evaluations or performance reviews with supervisors to assess performance against key performance indicators (KPIs), discuss strengths and areas for improvement, and establish goals for the upcoming month.

4) Customer feedback analysis: Reviewing customer feedback received throughout the month, whether through surveys, online reviews, or direct interactions, to identify common concerns, areas for improvement, and opportunities to enhance the overall customer experience.

Education

1) a high school diploma or equivalent is the minimum educational requirement.

Experience

1) Minimum 01 years of experience in the retail tourism or retail business and , reporting to leadership

2) Experience in customer-facing roles, such as working in a call center, hotel front desk, or retail environment, where interactions with customers were a primary focus.

T-Skills

1) Sense of urgency

2) Excellent Communication

3) Adaptability and Flexibility

4) Teamwork and collaboration

5) Empathy & Customer Focus

Tools & Application familiarity

Sales and Marketing tools - Sales CRM, Sales funnel, Social Media

Productivity Tools

- Google Drive, NetSuite, Zoho, CRM, Stripe & Tabby

- GDS System, Visa, Hotel, Online bookings portals

Job Types: Full-time, Permanent

Pay: AED2,500.00 per month

Language:

• Tagalog (Required)