Customer Service Consultant

2 weeks ago

Farnborough, United Kingdom Explore Worldwide 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.

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. 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 £23,000 + up to £5,000 commission

Role:

- Maximising sales opportunities via all channels and consistently achieve sales and service targets and KPIs
- To actively sell the benefits of our flight offering and book flights at the point of sale using the designated company systems
- To pro-actively promote additional services to maximise the generation of additional revenue for the business
- Communicate the features and benefits of the Explore product
- Actively chase all personal and assigned 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
- Professionally handle incoming requests from initial enquiry to point of travel 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 team targets and KPI’s are met
- Participate in trade shows and customer events as required
- Ensuring a customer focused approach is adopted in all assigned responsibilities
- A flexible attitude in the undertaking of all tasks is paramount
- Additional tasks as requested from time to time to assist in the overall service delivery of Explore

Person:

- Excellent knowledge of global holiday destinations
- Have excellent verbal and written communication 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

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 UK, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski, walking and Lapland holidays with Inghams and Santa’s Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group.

**Job Types**: Full-time, Permanent

Pay: £23,000.00-£28,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking
- Work from home

Work Location: Hybrid remote in Farnborough

Application deadline: 09/05/2024

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