Reservation Centre Agent

Reservation Centre Agent

£6.25 per Hour

We are looking for enthusiastic individuals to join our busy, yet fun working environment in Colchester. You need a proven track record of delivering inbound sales results and be highly motivated to succeed. The ideal candidate will possess excellent communication skills, lots of energy and a proactive, can-do attitude.

We offer flexible working patterns, good rates of pay and either temporary or contract positions to suit you. For more information or to apply for this role, email your CV to recruitment@gfm.co.uk using the reference GFM211


Role Summary

The Reservation Centre Agent will predominantly work within the Holiday Reservation Centre which handles inbound and outbound calls in relation to holiday bookings. The department also handles customer contacts via the web and email and completes any associated administration.

The Agent is required to work within the team and ensure that the best level of service is provided at all times and that the specified account procedures are followed. With a strong focus on sales conversions, quality and productivity the Agent must ensure that any department targets / service level agreements are adhered to.

The role holder may also be required to work within other areas of the GFM Contact Centre and Data Processing department in accordance with varying workloads across the teams.

Responsibilities

To answer all calls within 2 rings and in accordance with the agreed salutation
To convert specified telephone enquiries into sales in accordance with the departmental target conversion rates
Proactively assist with customer enquiries whether by phone, email or internet providing the best possible customer service
To process any customer complaints effectively but escalate any complaints which are beyond your realms of knowledge, experience or authority to the appropriate person
To log all customer contacts / communications into the relevant system with the required level of accuracy
To proactively build upon own knowledge of the Reservation Centre product and brand
To conduct any outbound follow-up / survey calls following agreed call guides
To ensure that all Service Level Agreements are adhered to
To contribute to the achievement of departmental KPIs
To follow all account specific call guides and procedures
To perform any other associated tasks as requested by a line manager

Competencies

Working with Others - Co-operates and works well with others in pursuit of team goals, shares information to assist others
Working with Others - Functions as an active team player, assisting colleagues where appropriate
Communication - Actively contributes to the positive philosophy and culture of the department and company
Communication - Speaks clearly and articulately, communicates effectively at all times
Communication - Consistently conveys enthusiasm
Sales – Questions appropriately and identifies customer needs in order to achieve sales
Sales – Objection handles effectively and professionally, achieving sales through superior service
Decision Making - Shows flexibility of thought and a positive attitude
Customer Care - Takes responsibility for customer issues and delivers an outstanding level of customer service

Education & Experience

6 months or more customer service experience
Proficient in the use of technology (windows based systems, word, excel etc.)
Good keyboard skills, with speed and accuracy
Sales / Telesales experience a significant advantage
Holiday, travel & tourism experience a significant advantage