Job Description
Purpose of the position
Maximize direct and indirect sales and provide a high quality of customer service
Operational missions
Mission 1: Maximize both direct and indirect sales, through an optimisation of his/her own performance in accordance to his/her objectives (budget)
Mission 2: Ensure the highest level of customer service
Mission 3: Contribute to the overall team productivity and sales development
KPIs
Performance KPIs
Revenue, NPS Number of calls taken, Call Duration, Conversion Rate, Average Spend Clients’ Feedback, Recruitment. Repurchase Rate
Job Experience: Experience in the sales industry or/& tourism industry.
Availability
Immediate
Required Qualifications
Qualification:
Skills requested
Knowledge: Club Med range of services and products, B2B and/or B2C sales conditions, sales processes, Group & FEAM sales policy
Skills: Travel experts, client oriented, persuasiveness skills, time keeping, organisational skills
Technical skills (tools…): Computer skills, NA, outlook, word, digital knowledge
Languages: English
Behaviour: Entrepreneurial spirit, caring, open-minded, team player, self-motivator, pro-active, ambitious.
Location
Gauteng
Johannesurg, Fourways
General Details
List of tasks
Mission 1: Maximize both direct and indirect sales, through an optimisation of his/her own performance in accordance to his/her objectives (budget). Sell and develop his/her sales figures both quantitatively (Number of booking & Production levels) and qualitatively (Conversion & Average Spend). Drive sales and accompany potential customers towards our upscale resorts/services and our commercial priorities Calculate, explain and apply booking conditions. Participate actively towards sales challenges/incentives in order to push our sales priorities. Follow individual results and targets. Know the overall teams performance. Alert and report any issue that may slow down or block a sale (e.g: sales fluidity issue, programming issue, transport, Internet, ECM, etc)
Mission 2: Ensure the highest level of customer service. Uphold at all times a professional behaviour aspiring GM/customer loyalty. Personalise the relation with the customer by listening to his/her needs, asking appropriate questions and adapting the proposition, the sales pitch and the offer accordingly. Deal efficiently with all type of requests or customer enquiry, including flight requests. Make sure that manual requests are dealt with correctly using the appropriate procedure. Ensure that the customer is contacted back when promised. Fill out the comments in the NA. Make sure that all appropriate information regarding the booking is available to others Sales Agents/Transport dept/Customer Relations Advisor. Guarantee that the client information in the NA (0ea) is up to date and correct. Ask systematically for any additional information missing (email, mobile number, etc…) in order to help us build a long term relationship with the GM (Great Members program, marketing communication, etc.). Deal appropriately and professionally with any conflict or litigation. Know when to ask for help and transfer to his/her manager in case of more complex situation. When needed/requested carry outgoing call campaigns (e.g. push sales priorities, crisis situations)
Mission 3: Contribute to the overall teams productivity and sales development. Adapt your speed & style of working according to the amount and type of incoming traffic, in order to maximize individual and team production (reply rate). Share your knowledge with your fellow colleagues and help new staff grow by explaining and training them on the following subjects: NA skills, sales skills/best practices, product knowledge, share village experiences, etc…
Be available to attend working events outside normal job scope to improve company productivity
Application details
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