Job Description
As part of our Sales and 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 as 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 can therefore easily advise them on where to go, stay, eat, explore and much more. This together with our outstanding product range will make us the leading Premium tour operator in Scandinavia. As we are a small and dynamic team you will be expected to be involved in all aspects of the business, however your main area of responsibility will be to maintain our product portfolio, improve sales conversion and ensure relevance to our customers at all times.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Provide Sales Support to the General Manager, Sales & Service Manager, as well as the broader Commercial team in general.
Provide outstanding aftersales support via phone, chat, email and sometimes face to face (customer walk-ins, travel fairs or similar).
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.
Assist with ad-hoc ticketing request in Resconnect, Emirates owned reservation system
Using own initiative to keep up to date with product changes and personal development to always be one step ahead of the game.
Provide product content (including prices) to the central marketing team and other stakeholders for marketing & tactical activity. Ensure frequent auditing of the website and that hotel, tour and destination content is accurate, competitive, engaging and regularly updated.
Work with our central marketing team to drive growth by identifying core customer segments and support in the delivery of multichannel campaign activity and one-off tactical promotions.
Work closely with purchasing teams to brief on campaigns and special offers, allocations and marketing agreements. Work with loading teams to ensure offers are loaded correctly in line with business requirements.
Take a customer centric approach to all aspects of the role and work closely with the Customer Resolution team to address customer feedback to improve the customers experience pre, during and post travel.
Challenge the status quo, working collaboratively with all departments to improve the way we deliver our customer experience.
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
Educated up to High School Level or equivalent
Travel and Tourism qualification desirable
Experienced traveler, ideally with a travel industry background and knowledge from our key destinations
Proficient in Microsoft Office applications including Word, Excel and data and statistical presentation
Airline ticketing and Reservations knowledge would be advantageous
A customer focused approach and the drive to exceed the customers’ expectations.
Commercially focused with meticulous attention to detail and is self-motivated to achieve performance targets
Excellent verbal and written communication skills
Someone who’s proactive and a trend spotter and is confident in feeding back their findings to the business to drive improvement
Ability to build rapport with a diverse range of customers.
Someone who wants to continue exploring our destinations and share their experiences and knowledge with our customers
Flexibility to work shifts, including evenings, weekends and bank holidays
Fluent in Danish or Swedish and English, knowledge of other Nordic languages is an advantage.
All Applications should be completed in English
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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