Job Description
As part of our Sales & Service team you will be responsible for delivering best in class sales and customer service. You will ensure that customer needs are met and ensure their expectations are exceeded. You will be a brand ambassador and will gain insight into the products you sell through “hands on” experience because, at least twice a year, you will get to see some of the destinations we offer. You will, therefore, be able to give recommendations based on your own experience and easily advise customers on where to go, stay, eat, explore and much more. This together with our outstanding product range will make us the no. 1 Premium tour operator in Scandinavia. In addition to the sales & servicing part of the role, you will also provide operational and aftersales support to our customers. Please note that as we are a start-up and, therefore, a small team, you should expect to be involved in all aspects of the business. However, your main work responsibilities are as described above.Your main responsibilities in this role include the following:
Duties and Responsibilities
Provide outstanding sales and service via phone, chat, email and sometimes face-to-face (customer walk-ins, travel fairs or similar).
Listening to our customers carefully, understanding their exact needs and requirements, ensuring all holiday requests, complaints & queries are dealt with to our clients’ full satisfaction.
Ensuring that all forms of contact are handled quickly and with a friendly ‘can-do’ attitude, whilst achieving and exceeding sales & service performance targets against key performance indicators.
Challenging the status quo, working collaboratively with all departments to improve the way we deliver our customer experience.
Using your own initiative to keep up to date with product changes and personally develop yourself to always be one step ahead of the game.
You will ensure that your service - from the initial call to the time your customer returns from holiday - is consistent and your customer feels valued every step of the way.
In the event of force majeure, crisis or cancellation situations pre- or post- departure you will play an instrumental role within our “crisis incident” team.
Job Requirements
Someone who really understands the importance of customer experience and exceeding our customers' expectations.
A confident communicator with proven persuasive and influencing skills in any sales or service situation.
Loves working in a busy environment and is self-motivated to achieve performance & business targets.
Positive can-do attitude and enjoys working as part of a team.
A flexible approach with the ability to adapt to different people, customers, challenges and ways of working.
Someone who wants to keep developing and able to take responsibility for their own development.
A brilliant communicator (both verbal & written) and relationship builder with all sorts of different people.
Ability to really listen to the customer, quickly identify their needs and think ahead to anticipate them.
Excellent attention to detail and understands the impact of errors on the business and customer.
Someone who can think commercially and take responsibility for their own results, always striving to do better.
Experienced traveller, ideally with a travel industry background and knowledge from our key destinations, who wants to continue exploring our destinations and share experiences and knowledge with our customers.
Someone who is proactive and a trend spotter and is confident in feeding back their findings to the business to drive improvement.
IT literate and quick to learn.
Flexibility to work shifts, including evenings, weekends and bank holidays.
Fluent in Danish and can make yourself understood in Swedish.
Candidates must have the legal right to live and work in Denmark. The Company will not assist in obtaining visas/work permits.
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