Business Goals:Offers an omni shopping experience to their prospects and customers is to provide exceptional customer service and ensure customer satisfaction throughout their shopping journey.
Customer Satisfaction Score (CSAT): Measure the level of customer satisfaction with the service provided by the representative through post-interaction surveys or feedback forms.
First Contact Resolution (FCR) Rate: Track the percentage of customer inquiries or issues resolved by the representative during the initial contact without the need for further escalation or follow-up.
Average Response Time: Measure the average time taken by the representative to respond to customer inquiries or requests, ensuring prompt and timely communication.
Customer Retention Rate: Monitor the percentage of customers who continue to use the company's services after interacting with the representative, indicating the representative's ability to build rapport and provide satisfactory solutions.
Upselling/Cross-selling Conversion Rate: Track the rate at which the representative successfully converts customer inquiries into additional sales by recommending and promoting relevant products or services.
Quality Assurance Score: Assess the quality of interactions and adherence to company policies and standards through regular evaluations and scoring conducted by supervisor.
Escalation Rate: Monitor the rate at which customer inquiries or issues need to be escalated to higher levels of management or specialized departments, aiming to minimize the need for escalation through effective problem-solving.
Sales/Revenue Generated: Measure the direct impact of the representative's efforts on generating sales or revenue through cross-selling, upselling, or successful resolution of customer concerns.
Net Promoter Score (NPS): Determine the likelihood of customers recommending the company's services based on their interactions with the representative, indicating customer loyalty and advocacy.
In this role, you will
1) Interacting with customers via various communication channels.
2) Assessing customer needs and recommending appropriate solutions, products, or services
3) Managing and maintaining customer accounts.
4) Documenting customer interactions, inquiries, and resolutions accurately and comprehensively in the CRM system
5) Upselling or cross-selling products or services
1) Responding to customer inquiries: Answering phone calls, emails, or online chat messages from customers and providing them with information about travel packages, itineraries, pricing, availability, and any other details they may require.
2) Booking reservations: Assisting customers in making reservations for flights, accommodations, tours, transportation, and other travel-related services,
3) Providing recommendations: Offering personalized recommendations and suggestions based on customer preferences, interests, and budget to enhance their travel experience.
4) Upselling and cross-selling: Identifying opportunities to upsell or cross-sell additional products or services to customers, such as travel insurance, upgrades, or additional tours or activities.
5) Handling customer complaints or issues: Addressing and resolving customer complaints, concerns, or issues related to bookings, payments, cancellations, or other travel-related matters, providing efficient and satisfactory solutions.
6) Updating customer information: Maintaining accurate and up-to-date customer records and databases, including contact details, travel preferences, and special requests.
1) Meeting sales targets: Working towards achieving individual and team sales targets by actively promoting travel packages, securing bookings, and maximizing revenue opportunities.
2) Lead generation and prospecting: Identifying potential customers and actively reaching out to them through various channels, such as email campaigns, cold calling, or social media, to generate new leads and expand the customer base.
3) Follow-up on inquiries and leads: Following up on inquiries and leads from potential customers who have expressed interest in the company's travel services. This involves providing additional information.
4) Sales target review and analysis: Reviewing individual and team sales targets, assessing progress, and analyzing sales performance against set goals. Identifying areas for improvement and implementing strategies to meet or exceed targets.
5) CRM system management: Updating customer information and interactions in the company's Customer Relationship Management (CRM) system to ensure accurate records and facilitate effective communication and follow-up.
6) Reporting and documentation: Compiling weekly sales reports, documenting sales activities, updating sales pipelines, and providing regular updates to the sales manage
1) Product and destination knowledge enhancement: Continuously updating product knowledge, staying informed about new travel destinations, attractions, and services offered by the company, and conducting research to provide accurate and up-to-date information to customers.
2) Sales training and workshops: Participating in sales training sessions, workshops, or webinars to enhance sales techniques, customer engagement skills, and product presentation abilities.
3) Performance evaluation and goal setting: Conducting self-evaluations or performance reviews with supervisors to assess performance against key performance indicators (KPIs), discuss strengths and areas for improvement, and establish goals for the upcoming month.
4) Customer feedback analysis: Reviewing customer feedback received throughout the month, whether through surveys, online reviews, or direct interactions, to identify common concerns, areas for improvement, and opportunities to enhance the overall customer experience.
1) Training and professional development: Participating in training sessions and workshops to enhance product knowledge, sales techniques, customer service skills, and stay informed about new destinations, travel regulations, or industry updates.
2) Continuous improvement initiatives: Actively participating in continuous improvement initiatives and projects aimed at enhancing customer service operations.
3) Customer satisfaction analysis: Conducting an in-depth analysis of customer satisfaction metrics, including customer feedback, surveys, and ratings, to identify trends, patterns, and areas of improvement.
1) Performance review and goal setting: Engaging in an annual performance review with supervisors to evaluate performance against set goals and key performance indicators (KPIs). Establishing new goals and targets for the upcoming year to drive continuous improvement and personal development.
2) Customer service policy and procedure review: Collaborating with the customer service team and management to review and update customer service policies, procedures, and guidelines.
3) Sales target setting: Collaborating with the sales manager or team to establish annual sales targets and goals based on market trends, company objectives, and individual performance.
4) Sales strategy evaluation: Conducting a comprehensive evaluation of sales strategies implemented in the previous year, analyzing their effectiveness, and identifying areas for improvement.
1) A a high school diploma or equivalent is the minimum educational requirement.
1) Minimum 01 years of experience in the retail tourism or retail business and , reporting to leadership
2) Experience in customer-facing roles, such as working in a call center, hotel front desk, or retail environment, where interactions with customers were a primary focus.
1) Sense of urgency
2) Excellent Communication
3) Adaptability and Flexibility
4) Teamwork and collaboration
5) Empathy & Customer Focus
- Tools & Application familiarity:
Communication tools - Zoom, Google Meet, Gmail
Sales and Marketing tools - Zoho CRM, Sales funnel, Excel, Powerpoint
Productivity Tools - googledrive, sharepoint, Zoho
Job Types: Full-time, Permanent
Job Types: Full-time, Permanent
Pay: Php20,
- 00 - Php25,000.00 per month
Benefits: - Employee discount
Health insurance
Schedule:
Overtime
Supplemental Pay: Bonus pay
Overtime pay Yearly bonus
