Travel Sales & Service Advisor

Who are we?

Serefin Experiences is a young and energetic company delivering exceptional client service. In continuing to build an inclusive workplace where everyone feels valued and appreciated, we are growing our dynamic team by recruiting and retaining the most talented people. Our environment is reflective of our commitment to fostering our corporate values of

Collaboration - We work as one team to delight our customers and build strong relationships, that last.

Integrity - We conduct ourselves with the highest level of honesty and transparency and place a premium on clarity and focus.

Leadership - We are empowered to take the initiative – to proactively deliver on our partners unique needs and help drive our company’s growth.

Ownership - We are personally accountable for our actions and, as professionals, are proud to deliver on our commitments.

Creativity - We provide innovative, flexible solutions that lead us, and our partners, into the future.

Community - We value each other and work together to have a positive impact on the world around us.

Fun - We create a culture that attracts great talent, welcomes diversity, and brings enjoyment into the workplace.

What is the opportunity?

We are currently seeking a Travel Sales and Service Advisor to join our Contact Centre who will work remotely. This exciting and challenging role is the first point of contact for customers’ inquiries through various communication channels such as voice and email. You will provide our clients’ customers an exceptional level of service offering accurate and timely responses in adherence to internal call quality standards. Making outbound calls may be required as well. Our ideal candidate is a team player with excellent verbal and written skills and superior communication, organizational and multi-tasking skills who thrives in a fast-paced high-volume setting with a genuine enthusiasm for customer service.

The Travel Sales & Service Advisors are responsible in providing expert travel advice for inbound and outbound calls and emails for our North America clients.

The focus of this role to successfully manage each call and email, confirming travel reservations and maximizing revenue at every opportunity. Travel Sales will represent Serefin Experiences Client portfolio with highest levels of customer service standards, skill and adherence to expectations set by the business.

What will you do?

• Handle incoming omnichannel travel booking and post booking inquiries through meaningful exchanges to understand their needs and accurately addressing their requirements.
• Effectively document and annotate client interactions, process and/or modify transactions and assist with travel related questions.
• Securely handle client data according to privacy guidelines and government and company policies and recommend solutions that align with confidentiality and privacy standards
• Collaborate with, and learn from, our experienced team of managers, supervisors and customer service representatives to deliver an exceptional service experience and enhance your program knowledge
• Cross sell products and maximising our sales during calls where applicable
• Be responsible for personal quality assurance scores, meeting KPI requirements and own schedule adherence
• Participate in special projects related to client requests
• Other duties as may be assigned

What will you need to succeed?

• Tico accreditation is essential.
• Experience in travel industry focused on sales (Minimum 2 years)
• Proficient Amadeus GDS skills (Native requirement)
• Strong sales and service skills with a proven track record of achieving high sales conversions.
• Excellent interpersonal and communication skills, both written and verbal
• Ability to understand our brand’s offerings, opportunities, and consumer audience.
• Ability to develop and follow standard operating procedures and adapt practices as required.
• Experience working in a stringent environment with set SLA expectations.
• Knowledge in travel technology B2B and B2C platforms as well as loyalty solution platforms
• Computer knowledge including advanced Microsoft Office Suite skills and working knowledge of internet, mobile and tablet applications.
• Proficiently bilingual, spoken and written - English/French
• Must successfully complete initial training before handling customer interactions; you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance
• Excellent inter-personal, communication and effective listening skills with the ability to foster strong relationships across a wide range of personalities in a diverse setting.
• Detail-oriented and focused
• Previous experience with Five9, Verint software an asset

What is your day going to look like?

• Handle travel inquiries efficiently and customer follow-up
• Familiar with marketplace promotions, campaigns both internally and externally
• Up to date with supplier information, attend supplier training as required.
• Secure travel arrangements and bookings for transportation, hotel accommodations, car rentals, tours, and excursions, upsell and cross sell.
• Sell a full range of preferred supplier products in order to meet and exceed targets always using preferred supplier directives.
• Invoice and document client files accurately within mid -office systems.
• Assists in first line resolution of client escalations.
• Comply with all PCI/GDPR/TICO/OPC regulations.
• Maintain schedule adherence including start time, breaks and mealtime.
• Read the latest emails, messages and agent alerts for any important updates
• Take calls/answer emails throughout your shift providing exceptional customer service accurately and efficiently while interacting with empathy, patience and understanding
• Ensure personal adherence to own internal call quality standards/QA scores and KPI requirements
• Participate in short refresher coaching sessions during your shift when possible and which may include role playing and question and answer sessions
• Engage with manager/supervisors and colleagues throughout the day with any questions or concerns ensuring high quality customer interactions every time
• As time permits, work on other duties assigned such as making follow-up calls or working on a special project
• When possible, participate in team building games and activities.