Job Description
Excursion Specialist, Remote (6am-2:30pm Shift)
About Us
City Experiences’ mission is to create amazing experiences. Our brand heritage dates back nearly 100 years and today our footprint spans 111 countries and more than 125 U.S. cities. We are proud to serve more than 30 million guests annually across our portfolio of water-based experiences, land-based experiences, overnight cruise experiences, and ferry and transportation services. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.
About You
Our successful team uses exemplary sales skills, engaging guest service skills and strong attention to detail to provide stellar results. Our team is extremely collaborative and motivated by a service oriented and incentive-based environment. Working fully remotely within a busy Contact Centre, you will have experience of working within Customer Service and ideally within a high-volume sales and service environment. There are continuous opportunities for development and advancement in a growing Company.
The Excursion Specialist will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.
Essential Duties and Responsibilities
- Prepare, plan, and sell travel (including but not limited to airline, car rental, cruises, hotels, and ticket/events)
- Answer incoming calls and chats promptly and professionally using learned City Experiences’ sales skills to explain products, services and prices
- Obtain guest information and accurately enter orders into reservation systems
- Convert the maximum number of calls to sales
- Performance will be measured by sales bookings, phone metrics, CSAT scores, management evaluation, and feedback from guests.
- Develop comprehensive knowledge of product offerings, product extras, pricing, and scripting for all standard products
- Resolve guest problems utilising strong guest service skills and exercising diplomacy in keeping with company objectives and guest retention
- Utilise appropriate methods to note important guest information and special requests so that operation departments can deliver on guest expectations
- Process non-call reservations such as OTAs (Online Travel Agents)
- Execute excursion cancellation communication to our guests
- Deliver sales and service through additional channels including social reviews, chat, SMS and emails
- Practice and follow the company’s RESPECT system and policies
- Attending applicable meetings and training as designated or necessary
- Execute other projects as assigned by management
Requirements and Qualifications
Must be able to work 6am-2:30pm shift, as this role is for that shift
- You must be available to work 40 hours per week, including required weekend availability; the schedule is subject to change weekly according to operational needs
- If working from home, you must be able to work remotely and maintain a remote workstation where essential duties are able to be met
- Excellent verbal communication and written skills
- Proactive team player, able to work collaboratively and problem solve
- One year customer service experience preferred; contact center/reservation experience a plus
- Able to work independently
- Strong attention to detail
- Proficient computer skills, including typing skills and the ability to navigate through multiple computer systems
- Must deal calmly and effectively with high-stress situations
Job Type: Full-time
Pay: £22,500.00 per year
Supplemental pay types:
Application question(s):
- Do you have authorisation to work full time and permanently in the UK?
Work Location: Remote
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