MAIN RESPONSIBILITIES

1. Serve as the *** point of contact for members. Effectively handles inbound calls or conduct outgoing calls to confirm exchanges and solicit spacebank deposits, subscriptions and renewals, meeting/exceeding service expectations.

2. Sell / promote additional travel-related products/services {e.g. current promotions and renewals}.

3. To provide service that will “WOW” our club members, maintaining a positive brand image and company reputation.

4. Utilize effective listening and customer service skills to identify member needs and/or problems and travel expectations and provide problem solving for members when required.

5. Educate members on the value of their membership and the most effective use of the exchange process.

6. Conduct Welcome / Save calls and support any other contact activities to support marketing activities and engagement initiatives,

7. Handle complaints by providing appropriate solutions and alternatives within the time limits and follow up on a timely manner to ensure resolution.
8. Process member account transactions by entering accurate data into the exchange system to record current member contacts and accounts activity.

9. To ensure that all service and revenue targets, SLAs and KPIs are met and delivered in a timely manner, contributing towards achievement of overall business goals.

10. To assist in conducting User Acceptance Test for all systems when required.

11. To assist in translation /proof-reading of documents/materials whenever required.

12. To provide and tabulate calls statistics and sales reports when needed.

13. Participate in team meetings and ongoing specialized training to ensure the accuracy of information communicated to clients.

14. Any other duties as required and/or directed.


SKILLS, REQUIREMENTS

1. Ability to speak and write fluently in English.

2. Foreign language (dependent on team requirements where needed).

3. Good listening skills with strong customer service focus.

4. Excellent sales skills with demonstrated track record in sales.

5. Driven, self-disciplined. Proven record in meeting targets and performance objectives.

6. Demonstrated ability to work well in a team environment.

7. Ability to work shifts, including Saturdays as required.


QUALIFICATIONS & WORKING EXPERIENCE

1. Tertiary qualifications preferable.

2. At least 1 years of sales / service experience preferably from the travel-related industry or a Contact Centre environment.

This Position Description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. The incumbent acknowledges receipt of a copy of this Position Description.