Customer jobs in United States

About the Opportunity

As a member of the Discova Tailor-made Sales team, you will be part of a group of passionate individuals committed to consistently delivering an excellent sales experience and who take pride in their expertise in Discova’s product offerings and destinations. Discova’s Tailor-made Travel Experts take a keen interest in every request they receive – going above and beyond to deliver the most innovative and sellable proposals for our partners in the most responsive and accessible way.

As a Tailor-made Travel Expert, you are focused on exceeding the agent’s expectations from start to finish whilst driven to achieve your individual sales target. Your goal is to secure the sale, and to do that you are able to critically assess the needs and interests of the customer; to prepare a well-crafted itinerary full of carefully chosen inclusions and suppliers. You are able to clearly explain your rationale for the proposal provided to ensure that the agent has the tools needed to make the sale.

Job Specifications

• Receive and handle B2B enquiries according to Discova’s One Best Way.
• Carefully qualify every enquiry received; identify the purpose for travel, and what might motivate and drive a traveller to book.
• Prepare thoughtful, well-considered proposals that reflect the needs and interests of the travelers.
• Communicate clearly about recommendations made regarding itinerary, suppliers, inclusions, etc., to help secure the sale.
• Build sales opportunity by consistently providing appropriate upsell opportunities including alternative suppliers, optional tours, or upgrade options.
• Ensure that all requests are handled according to turnaround time commitments, including change requests or amendments, confirmations, etc.
• Adhere to follow-up guidelines to ensure that no enquiry is left unattended; for lost enquiries, query the reason for loss and input in the reporting dashboard.
• Overcome objections by updating proposals, providing further recommendations or explanations, or otherwise adapting to the feedback received.
• Build rapport with partners by engaging with them where they need us, be it by phone, email, text, chat/messenger, or video call.
• Develop ‘sticky’ relationships with agents and partners by showing your interest in them and their customers, beyond just the request at hand.
• Carefully prepare documentation including proposals, confirmations, vouchers, invoices, etc., necessary to the sale and operation of tailored touring.
• Ensure all details of the itinerary have been entered into the system correctly and reconfirm every aspect of the booking before passing on documents to partners and information to the fulfillment team.
• Coordinate internally to ensure that all services are booked as needed.
• Ensure all follow-up is input correctly into Discova’s system message queue.
• Generate invoices, request payment, and follow up with Finance to ensure invoices are paid as per timeline.
• Follow all reporting guidelines.
• Participate in ongoing training to learn about product updates, destination news, supplier news, and other Sales Support sessions.
• Stay informed of industry trends, customer habits and interests, destination and supplier news, and other topics that will help confirm sales.

Essential Qualifications and Experience

• A degree in tourism and hospitality is an advantage.
• Minimum 1-year experience in the tourism industry or inbound tourism is desirable.
• Fluent in both written and spoken English is required; other European languages would be an advantage.
• Experience working towards and achieving sales targets and KPIs.
• Advanced computer skills and the ability to confidently learn new computer systems.

Skills and Attributes

• Outstanding sales skills with a strong customer care focus.
• Results-oriented.
• Excellent organizational skills with the ability to be flexible.
• Excellent communicator, comfortable communicating by phone, video calls, email, and chat/messenger.
• High attention to detail.
• Able to work under pressure and juggle multiple tasks.
• Solution-focused and great at problem-solving.
• Able to work independently and within a team, assisting team members to help everyone achieve results.
• Flexible rotating roster that may include late nights, weekends, and early mornings, and flexible with uncertainties/changing priorities and under pressure.
• Willing to travel on business when required.
• Personally aligned with Discova’s company purpose and values.
• Proficient with Microsoft Office applications; knowledge of Discova’s systems would be an advantage.

About Us

As a leading global destination management company, operating in numerous destinations across Asia, being a part of the Discova team means being in your element.

Discova holds responsible travel at its core, working responsibly with customers, host communities, and local business partners to offer the best value, highly rated experiences with customer satisfaction as a hallmark of their service. As a company, we provide thrilling global career advancement opportunities, a wonderful and supportive team culture, distinctive leave benefits, and social events that stand out in the industry.

Discova’s people are homegrown - 95% are locals, blending localised know-how with an understanding of what makes a Discova trip to their home country special.

To be part of the Discova family is to be in your element, and being in your element means: being the best you can be in any situation; doing what you love whatever your role is; and being valued for who you are and what you do; continuing to grow as the world changes; joining a family that creates a world of possibilities.

To learn more about Discova, click here: https://bit.ly/4hEd88H

Get in touch now and Discova a world of possibilities!