Customer Service Representative - Manila

The Customer service Representative at our travel agency serves as the initial point of contact for prospective travelers. They are responsible for providing exceptional customer service, assisting with inquiries, and guiding potential customers through the pre-sales process, ultimately helping them plan and book their dream vacations.

KPI :

• Sales Revenue: Measure the total sales generated by the representative through outbound sales calls and upselling to existing customers.
• Conversion Rate: Track the percentage of customer inquiries or calls that result in successful sales transactions or bookings.
• Customer Satisfaction: Assess customer feedback and ratings to ensure a high level of satisfaction with the service provided.
• Response Time: Monitor the average time it takes for the representative to respond to customer inquiries, ensuring quick and efficient service.
• Booking Accuracy: Evaluate the accuracy of travel bookings made by the representative to minimize errors and discrepancies.
• Call Quality: Assess the quality of interactions during voice calls, including adherence to company scripts and customer engagement.
• Cross-Selling and Upselling: Measure the success of promoting additional travel services or upgrades to customers.
• Attendance and Punctuality: Track the representative's attendance and punctuality to ensure consistent availability for customer inquiries and calls.
• Average Handling Time: Monitor the average time it takes to resolve customer issues or complete sales transactions, aiming for efficiency without compromising service quality.
• Compliance: Ensure adherence to company policies, guidelines, and industry regulations during customer interactions.
• Feedback and Training: Evaluate the representative's responsiveness to feedback and their ability to apply training and coaching for continuous improvement.
• Retention Rate: Measure the rate at which existing customers continue to use the company's services, indicating customer loyalty and satisfaction.

Daily Tasks:

• Handle inbound and outbound customer calls promptly and professionally, addressing inquiries, providing information, and assisting with bookings.
• Make outbound sales calls to potential customers, promoting travel packages and services to meet daily sales targets.
• Maintain accurate and up-to-date records of customer interactions, bookings, and sales in the company's CRM system.
• Monitor daily sales progress and adjust sales strategies as necessary to achieve targets.
• Stay updated on the latest travel packages, services, and promotions to provide accurate information to customers.
• Share this daily report with your team leader

Weekly Tasks:

• Attend sales meetings to discuss progress, share insights, and receive training or coaching.
• Review weekly performance metrics, such as sales conversion rates and customer satisfaction scores.
• Analyze customer feedback received during the week and identify areas for improvement.
• Collaborate with team members and supervisors to adjust sales strategies based on weekly performance data

Monthly Tasks:

• Sales Reports: Prepare and submit monthly sales reports, summarizing sales achievements, trends, and challenges.
• Training and Development: Participate in ongoing training and development programs to enhance sales and customer service skills.
• Customer Retention: Implement customer retention strategies, such as sending loyalty offers or special promotions to existing customers.
• Goal Setting: Set monthly sales and performance goals in alignment with overall company targets.
• Quality Assurance: Participate in quality assurance reviews to ensure compliance with company policies and standards.
• Performance Evaluation: Conduct a self-assessment of your performance and identify areas for personal improvement.
• Long-term Planning: Assist in long-term planning by providing insights into customer preferences, emerging travel trends, and market opportunities

1. High school diploma or equivalent (Bachelor's degree in Tourism Management graduate is a plus).
2. Proven 2yrs + experience in outbound sales, preferably in the travel or hospitality industry.
3. Excellent communication and interpersonal skills.
4. Strong sales and negotiation skills.
5. Knowledge of holiday destinations, travel packages, and related services.
6. Proficiency in using CRM software or sales tools.
7. Ability to work independently and as part of a team.
8. Goal-oriented, self-motivated, and results-driven.
9. Adaptability to changing sales strategies and targets.
10. Willingness to work flexible hours, including evenings and weekends, to accommodate customer needs
11. Amenable to working onsite (6 days a week with shifting schedules)
12. With a minimum typing speed of 36 WPM