Contact Center Consultant (TED "Travel Experience Designer")
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
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
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
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
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
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)
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 "
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Since its creation in France in 1950 and the invention of the all-inclusive holiday concept, Club Med has been the world leader on its market and has developed a unique upscale, friendly and multicultural spirit. Club Med boasts 7 0 sun and snow resorts located in the most beautiful sites in the world , a cruise ship and Luxury Villas & Chalets and, now more than ever, is associated with dreams and happiness. 20,000 Gentle Organizers (G.Os) and Gentle Employees (G.Es) work at Club Med, in the resorts, but also at the regional headquarters in Paris, Singapore, Shanghai, Rio de Janeiro and Miami in sales offices all over the world. Club Med Hong Kong
Club Med HK office is an intimate 20 people office located in Hong Kong. We manage a growing HK190M$ business with clients from Hong Kong and Macau
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