We are seeking a customer-focused Customer Experience Reservations Consultant to assist our Members with their booking needs while providing exceptional service. This role is perfect for individuals who are sales-driven and dedicated to ensuring an outstanding customer experience.
To be successful as a Customer Experience Reservations Consultant, you must be able to work with minimal supervision and have excellent customer service skills. An individual that is self-motivated to achieve individual and organisation goals.
You will be responsible for managing reservations, handling reservation-related complaints and conducting outbound calls to re-engage non-transactional members. You will provide dedicated concierge support to our PR member base, ensuring a smooth and exceptional experience. This support may include coordinating travel arrangements such as flights, cruises, car hire, hotel hunter services and merchandise orders. This will be achieved through managing inquiries via phone, email, chat or face-to-face meetings, as well as participating in assigned outbound call programs. These efforts will contribute to meetings, as well as participating in assigned outbound call programs. These efforts will contribute to meeting individual, team and departmental goals across a range of product lines.
Key Performance Areas:
- Commit to The Beekman Way (an internal Group programme to work together cohesively and towards a common goal, focusing on the customer by going out of one’s way to meet customer needs).
- Make reservations, addressing reservation complaints, and handling welcome call-related escalations, in accordance within SLA metrics, including but not limited to:
o Query turnaround time
o Customer service survey
o Production
- Achieve outbound and inbound conversion rates as provided by department manager.
- Perform additional duties as assigned, including but not limited to general member queries.
Position Requirements:
- Matric with 4 years relevant Call Centre experience
- Experience working in sales or customer service, preferably in the hospitality or travel industry
- Excellent written and verbal communication skills in English
- Multi-tasking and time-management skills, with the ability to prioritize tasks
- Ability to work under pressure
The successful candidate will be required to work shifts, including Saturdays.
South Africa’s leading corporate player in the development and management of property and the leisure sector, currently has the following opportunity at Head Office in Port Shepstone. In accordance with the Employment Equity Plan of the Group, preference shall be given, but not limited to, candidates from the designated groups.
Ref# 28/05
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