面議(經常性薪資達4萬元或以上) 台北市中山區 3年工作經驗 2天前更新
Purpose of the Job :
〝Transform FIT inquiries (DIR+IND) into sales and provide a high quality customer service.
To be the voice of Club Med for both direct and travel agents‘ partners〝
Responsibilities:
〝Contribute to Club Med‘s sales growth by providing a high quality customer service, including products and bookings topics.
Accompany customers & prospects during their discovery and booking journey to dream about their Club Med holidays and develop great customer relationships. 〝
Mission 1 : Achieve Sales targets for DIRECT & INDIRECT sales with strong focus on DIRECT sales
Tasks : 〝Achieve set individual and team shared top line targets for each semester
Contribute to Club Med‘s sales growth by mastering DESIGN process
Apply upselling techniques to increase average basket and ADR (honetl night price / value)
Follow and understand the Sales and Marketing Plan to deliver the right message and to convert〝
Mission 2 : Master the quoting & booking processes
Tasks : 〝Prepare quotation & booking arrangement according to customer‘s needs, in an efficient, accurate and professional manner
Master the tools available for booking & payment process to provide the most adapted solution to the customer
Identify and assess customer needs to achieve satisfaction and ensure the booking conditions are respected
Be responsible for accuracy of client data entry with relevant customer information
Proactively raising any possible blocking points and recommending solutions to ensure booking fluidity and efficiency 〝
Mission 3 : Deliver great Customer Care to enhance client experience & relationships to increase recruitment & retention
Tasks : 〝Act in a professional manner: positive, proactive and customer friendly
Be proficient in product knowedget and T&C / insurance policy
Ensure and enhance the best pre-departure fluidity and quality of service, follow up all requests, options, waitlists, extras
Increase customer loyalty by building trustworthy relationships with customers through open and interactive communication〝
Mission 4 : Be an outstanding Club Med ambassador
Tasks : 〝Represent 5 Club Med key values in daily interactions internally & externally
Work hand in hand with other departments for the best coperation in our environment
Help & support other Dept when/when needed〝
Performance KPI’s :
1. Top Line achievement (DIR/IND/B2C)
2. Contact center performance on key SLA: Phone answering rate, Conversion rate & Customer satisfaction (Critizr) 〝
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