Customer Service Specialist

Melbourne VIC
Full time
JOB DESCRIPTIONS
As a Customer Service Specialist, you will be a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

• Delivering an exceptional experience for all Tours customers, actively promoting Asia Vacation Group products with a view of retaining customers and increasing overall margin opportunities.
• Addressing customer feedback and resolve customer complaints utilising stakeholders and other departments to ensure commitments are followed through to resolution.
• Answering multiple Tours enquiries promptly, competently, and professionally via email, phone, web chat
• Maintaining good and up to date knowledge of Asia Vacation Group’s campaigns, product benefits (inclusions, group sizing) as well as our company products, packaging, and pricing
• Fostering strong working relationships with Sales and Operation team members to ensure pre-sale and post-sale customer vacation is consistent and delivered with a high standard.
• Managing various post sale processes with all customer contact accurately captured and recorded.

JOB REQUIREMENTS

• You will have exceptional verbal and written communication skills, attention to detail, excellent Customer Service skills including conversation control, written etiquette, handling multiple conversations at once, queue management.
• Calm and efficient in a fast-paced, high volume environment with ability to manage the unexpected
• Ability to build customer loyalty by providing an exceptional level of Customer Service and satisfaction.
• Ability to develop strong relationships with internal and external stakeholders.
• Sound understanding of the end-to-end travel sales process.
• Confidence to engage with a diverse range of people and present professionally to customers either face to face, or via video
• Comfortable learning new systems and digital technologies quickly
• Ability to work independently, with strong initiative and organisational skills

Employer questions: Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• Do you have Customer Service experience?
• Do you have a current Police Check (National Police Certificate) for employment?