POSITION PURPOSE

Contact Centre Agent - Youth Brand Direct will receive inbound contacts and leads through various channels, and are responsible for providing the best service experience for our customers, both internal and external. Our Contact Centre Consultants are goal driven, and capture every sales opportunity with a strategic and attentive approach. Contact Centre Consultants control our most valued point of contact with our guests, and create the ultimate guest experience through consistent, professional care.

KEY RESULT AREAS & ACTIVITIES PERFORMED

• Handle sales and service enquiry contacts, including phone calls, emails, electronic leads and web chats, to meet the needs of external clients.
• Use and embrace the Consultative Sales Process (CSP) to generate sales, identifying exact client needs, and articulating features, advantages and benefits of various options.
• Be accountable for personal sales and service metrics, with a focus on achieving targets
• Be proactively involved in outbound sales initiatives when required, and support remote sales initiatives whenever possible.
• Maintain accurate and up-to-date knowledge of The Travel Corporation’s proprietary IT system
• Support our Customer Relationship Platform by accurately update client names, addresses, and contact information
• Actively participate in ongoing training & development initiatives, ensuring up-to-date knowledge of company product, policies and procedures
• Assist in support and sales departments on a seasonal/rotational basis as required
• Help with Warehouse Distribution needs during peak times
• Work within the Travel Corporation’s core values & standards of service, to build trusting relationships with clients, both internal and external, providing a seamless level of service, and maintaining a high level of business productivity.
• Other duties as assigned

COMPETENCIES & ATTRIBUTES

TTC PILLARS = Ownership, Urgency and Excellence, required for all roles

• Customer Centric: You are able to anticipate, recognize, and exceed customer needs, and can uphold the standards of The Travel Corporation
• Attention to detail: You know that being accurate and thorough contributes to positive customer experiences, and providing quality is important to you.
• Passionate: intensely compelled to succeed and able to ignite that same emotion in those around you
• Sales: You will use the tenets of the Consultative Sales Process (CSP) to match our product with customer needs. You will maximize opportunities to up-sell, and embrace all training initiatives for increased sales.
• Nurturing: You will build, develop and cultivate relationships with clients, travel partners and colleagues; and being open, responsive, available and flexible make you easy to work with.
• Exploration: You will develop a quest for knowledge to understand the brand you represent, and are proactively committed to continuous improvement

SUPERVISORY RESPONSIBILITIES

• None

EDUCATION

• High School Diploma or GED required
• Completion of a Travel and Tourism Diploma preferable but not essential
• Excellent written and verbal communication skills and a superior command of the English language
• Fluency in French considered an asset
• TICO certification (or willingness to pursue) is required

EXPERIENCE

• 1-2 years’ experience in a Customer Service based environment
• Comfortable dealing with customers over the phone
• Proficient with computer systems including Microsoft O365

WORK ENVIRONMENT

• Office based
• Sitting, standing, walking
• Some lifting (up to 50 lbs)
• Varying shift work, including evenings, weekends and some Public Holidays

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required to fulfil this role. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.