Customer Service Consultant

7 months ago


Farnborough, United Kingdom Explore! Full time

Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures, to walking, wildlife and cycling trips. With around 100 countries to choose from, our customers explore the world with us. Join us on our journey, creating extraordinary travel experiences for all.

At the heart of all of this, is a passion to travel responsibly. We aim to always be welcomed back, for communities and cultures to benefit, and wildlife to flourish. In a complicated world that's full of potential, we strive to be better than yesterday.

We put people at the heart of everything we do and are proud of the extensive benefits we offer.

This role is based in Farnborough, Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns and part-time working (minimum 4 days per week).

Basic salary is £23,400 + up to £5,000 commission

Role:
Responsible for delivering exceptional customer service to our Polar region customers whilst driving our Antarctic and Arctic sales. You will be matching the perfect polar trip to our customers’ requirements, providing guidance, inspiration and enthusiasm for these holidays of a lifetime.

Working closely with the Polar Product Manager and Customer Service Manager, you will strive to convert at the highest level all lines of enquiry and be responsible for all aspects of the end to end booking journey as the point of contact for our Polar customers. No two days are ever the same so a willingness to be open to change and adaptability is essential.
- Maximise sales opportunities via all channels and consistently achieve sales and service targets and KPIs.
- To actively sell the benefits of our Polar product and book flights using the designated company systems.
- To pro-actively promote additional services in order to maximise the generation of additional revenue for the business.
- Communicate the features and benefits of our Polar product.
- Actively chase all Polar leads generated and attempt to convert to bookings.
- Use own travel experience to assist with customer queries and seek to understand each customers travels needs and find the perfect Polar option for them.
- Professionally handle incoming requests from customers and ensure that requests are resolved both promptly and thoroughly keeping service at forefront at all times.
- Use sound judgement to manage difficult customer situations, to respond promptly to the needs of the customer and solicit feedback to improve service.
- To execute all assigned tasks efficiently, ensuring Polar growth targets and KPI’s are met.
- To ensure that all administration of polar bookings is up to date in line with Explore and supplier deadlines.
- In collaboration with the Polar Product Manager and Customer Service leadership team continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience and improve efficiency and conversion.

Working hours:
Weekdays: Shift rota between 09.00 - 19.00

Saturdays: 09.00 - 17.30. Sundays: 10.00 - 16.00

Between 2/3 weekend days per month, usually in a in/off weekly pattern but this can be flexible based on staffing levels.

Person:
A passion for Polar destinations, a hunger for the sale and a thirst for delivering exceptional end-to-end service is a must. You will be driven by pushing sales (sometimes these may be long, so the ability to build amazing rapport with customers is essential) as well as an eye for detail and desire to exceed customer expectations.
- A strong commitment to customer service excellence
- Proven results in maximising sales in a target driven, dynamic work environment
- A strong can-do attitude
- Have excellent verbal and written communication skills with strong sales conversion skills
- Energetic, enthusiastic and a strong desire to exceed customer expectations and deliver exceptional customer service
- Have the ability to multi-task within a busy team, prioritising and organising workload
- Accuracy, quality and excellent attention to detail are paramount
- Experience in computer booking systems, preferably within travel
- Strong team player
- Galileo trained or similar GDS experience is desirable
- Excellent knowledge of Polar destinations and operators is desirable
- First-hand travel experience to Polar destinations is desirable
- Experience and passion in selling Polar destinations is desirable

We aim to be better than yesterday and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.

Explore is part of Hotelplan Group, a well



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