Customer Service Consultant

Position: Customer Service & Sales Consultant – Global Touring

Reporting to: Customer Service & Sales Leader

Location Base: Chiswick, London

Contract: Permanent, full time. Salary + Bonus (Based on sales targets & KPIs)

The Global Touring team inspires people through life-changing travel experiences. We’re a group touring company, and through our brands Topdeck Travel and Back-Roads Touring are ever developing our product range, driving growth in our key markets (Australia, New Zealand & North America), innovating our product delivery and ensuring we deliver a first-class customer experience that is unique to each brand.

Overview

Customer Sales & After Care Sales Consultants are the front line in delivering expert and unparalleled service to hundreds of thousands of explorers from across the globe. Reporting to the Customer Sales & After Care Sales Team Leader you will focus on increasing passenger numbers and creating an exceptional customer experience that exceeds expectations of our trade partners and direct customers.

Key Responsibilities

• Actively sell all Topdeck & Back-Roads Products and are responsible for all aspects of the booking from initial enquiry to trip departure.
• Full ownership & accountability for the booking process from start to finish.
• Up sell where possible (eg. flights, insurance, additional services as required).
• Effectively manage all communication channels as required (phone, email, chat, social).
• Actively pursue & follow up enquiries to close the sale and actively increase conversion.
• Ensure all enquiries are responded to in a positive and timely manner adhering to our 2 – 12 hour turn around.
• Internal and External communications. Social Media where required.
• Ensure all processes & procedures are read, understood and adhered to.
• Continuously strive for a high standard of Customer Service and Customer Experience.
• Actively build rapport with key agents to facilitate relationships & repeat bookings.
• Attend travel & trade shows/ EXPOS as required. This may require time away from home.
• Assist with ADHOC tasks distributed by Team Leaders or the Head of Customer Service.

Experience & Role Requirements

• Experience & a passion for Sales.
• Exceptional Customer Service Skills.
• High level of attention to detail.
• Exceptional Time management and organisation skills.
• Professional written and verbal communication skills.
• Some travel required - Domestic with some international.
• Thorough knowledge of all Topdeck & Back-Roads products.

Key Behaviours

• A passion for all things travel related.
• Ability to think outside the box, be proactive and use initiative.
• Actively live the Global Touring Brands and support the growth of the business.
• Ability to work autonomously with little direction with your line manager based in a different time zone.
• Ability to work autonomously and proactively.
• Passion for travel and the Topdeck and Back-Roads product range.

Right now, we’re all working in head office and from home. We are currently working in a model of 3 days office-based and 2 days home/remote working per week. However, the initial 4 weeks of training will be office based.

Hungry for more? Simply click apply, and send us your CV, and we’ll be in touch shortly.

Global Touring Values

Our values aren’t just words on a page. They’re the backbone; the steering wheel; the soundtrack to how we embrace each day.

• Stay Curious: We are natural born explorers. Our people question old solutions, apply alternative thinking and embrace being challenged in the search for outcomes.
• Choose Transparency: We take the right way, not the easy way. We’re straight up even through the toughest conversations; tackling challenges head-on and with integrity.
• Don’t pass the buck: If we do it, we do it well. We are empowered to make decisions based on data and experience – holding each other accountable along the way.
• Together we go further: Across oceans and office desks, it’s more than a love for travel that keeps us connected.