Customer Operations Advisor - Sales

Job Description

Do you have a passion for travel and a talent for delivering a consistent celebrity service? Have you worked in a sales-driven role where meeting targets and KPIs is second nature? If so, we would love to have you on our team as a Customer Service Advisor. As a Customer Operations Advisor, you will be the voice of Thomas Cook, handling inquiries via phone, live chat, social media, and email. You will work in a fast-paced contact centre environment, where we want you to be truly passionate about travel and have an unrivalled desire to become the expert in your field. You will use this knowledge and expertise to build positive relationships with our customers, meet sales goals and be an ambassador for Thomas Cook.

Key Accountabilities

Customer Service Excellence

1. Delivering world-class service to our customers, ensuring first-time resolution regardless of the contact method.
2. Handling customer interactions throughout their entire journey—from searching for holidays to post-travel follow-up.
3. Building long-lasting relationships with customers to drive satisfaction and sales results.
4. Supporting Customer Service Agents with package sale conversions and stepping in when needed for customer service issues.

Sales and Lead Generation

1. Driving sales by managing inbound and outbound calls.
2. Taking the lead on outbound calls and generating new sales opportunities.
3. Building relationships with partners and suppliers to support sales efforts.

Problem Solving and Expertise

1. Fully understanding our ways of working to confidently problem-solve on the spot and provide expert advice to customers.
2. Continuously learning and sharing expertise with customers and colleagues to design exceptional holiday experiences.
3. Proactively providing feedback and making recommendations to improve processes and customer experiences.

Adaptability and Multi-tasking

1. Ability to multi-task and thrive in a fast-paced, ever-changing environment.

Skills, Know-how and Experience

1. At least 6 months of experience in a travel sales role.
2. Positive can-do attitude.
3. Experience of working in a fast-paced target driven sales & service environment.
4. Strong passion for continued learning.
5. Drive for achieving results.
6. Strong IT skills and the ability to use multiple systems at one time.
7. Enthusiastic self-starter.
8. Ability to multi-task and prioritise.

Core Behavior

Huntswood’s employees are described as dependable, driven and collaborative. The job holder should align to our 6 Fundamental Values:

1. Bring Your “A” Game
2. Strive For Greater
3. Enable and empower all employees
4. Do the right thing
5. Own it
6. Deliver unbelievable service

NB: All appointments are subject to the positive outcome of pre-employment verification checks.

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