Contact Center Consultant (TED "Travel Experience Designer")

Club Mediterranee (Club Med) Hong Kong Ltd

Purpose of the Job
  • Contribute to Club Med's sales growth by providing a high quality customer service.
  • Accompany customers & prospects during their discovery and booking journey to dream about their Club Med holidays and develop great customer relationships.

Key Missions

Mission 1 : Achieve Sales targets for DIRECT, TRAVEL AGENCY & ONLINE sales

Tasks :
  • Achieve set individual and team shared sales targets for each semester
  • Contribute to Club Med's sales growth by converting enquiries into bookings in applying Club Med (DESIGN) sales method & apply upselling techniques to increase the average basket
  • Follow and understand the Sales and Marketing Plan to focus on the right business priorities
  • Reach the set key SLA: Reply rate, Conversion % & Customer retention improvement
Mission 2 : Master the quoting & booking processes

Tasks :
  • Prepare quotation & booking arrangement of Club Med packages in an efficient, accurate and professional manner
  • Master the tools available for booking & payment process and optimize efficiency and time per booking
  • Alert when there is a blocking point to sales fluidity (systems failure, etc)
  • Identify and assess customer needs to achieve satisfaction and ensure the booking conditions are respected
  • Be proactive in making recommendations to marketing team regarding client feedbacks and share advice with teammates to optimize the performance
Mission 3 : Deliver great Customer Care to enhance client experience & relationships to increase recruitment & retention

Tasks :
  • Be proactive in sourcing relevant information about product knowledge & news
  • Master & communicate accurately general terms and conditions of bookings / insurance general terms
  • Ensure the pre-departure/post-departure Customer service, answering all requests & Client feedbacks (either positive or negative) in a professional & timely manner
  • Increase customer loyalty by building trustworthy relationships with customers through engaging communication
  • Greet & assist any walk-in customers and suppliers at reception
Mission 4 : Be an outstanding Club Med ambassador

Tasks :
  • Represent the Club Med values in daily interactions, whether internally or externally
  • Work hand in hand with other departments for the best cooperation
  • Help & support other Dept when needed (Marketing, MICE, Transport, Finance)
  • High-school grade minimum
Job Experience:   
  • Minimum 3 years’ experience in tourism/hospitality/airline Customer service
  • Strong sales & organizational skills
  • Flexible and adaptable with the ability to respond readily to rapidly changing business situations
  • Shift duty is needed (Mon-Sat)
  • Passion for Travel, Sales & Customer relations
  • Outgoing personality when on calls and face to face meetings
  • Reporting rigor with high level of personal responsibility and accountability
  • Flexible and positive approach to problem solving, “can-do” attitude
  • Good team player, strong interpersonal and listening skills
  • Microsoft Pack Office basics (Outlook/Excel)
Languages :    
  • Fluent in both English & Cantonese mandatory – Mandarin would be a plus
We offer competitive package to the right candidate. Qualified and interested parties please send your resume and salary expectation by clicking "Apply Now".

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More job information
Job Function
  • Wanchai
Work Model
  • On-site
Employment Term
  • Permanent
  • Full-time
Career Level
  • Middle management level
  • F.5- F.7 or DSE