Digital Sales & Service Specialist

Newcastle/Hybrid Remote

An exciting opportunity has arisen for a Social Sales & Service Specialist to join our growing team. This a full-time role based on a 40 hour per week rota basis, including evening and weekend working (flexible to meet the needs of the business). The role is predominantly home based however you may be required to work periodically from our Newcastle office or travel to internal and external meetings.

Role Summary

To service and follow up on all social media enquiries. Providing expert advice to every customer at both the planning and booking stage of their holiday covering a wide range of holiday destinations. This role will focus on delivering an exceptional end to end service from initial enquiry, booking through to aftersales ensuring that the customer experience is seamless and we maximise retention whilst achieving all team and personal KPI’s

To be able to build a rapport, engage customers, show a genuine interest and hook the customer to stand out from other social media travel competitors. Retain the initial enquiry to build a personal relationship and maintain as a repeat client through calls & messaging.
Consistently follow sales process to build rapport, establish booking intentions, understand the customers holiday brief, offer and confidently recommend holidays. Ask for the sales, creating urgency and overcoming objections, follow up and agree call backs.
Be knowledgeable of all social media adverts, offers and campaigns. Attend regular product knowledge training sessions / webinars to continue to develop.
Demonstrate that social media processes are followed.
To prioritise workload and enquiries to ensure all customers are responded to with 2-3 hours.
Maximise all sales opportunities, upsell opportunities to increase PPB and in addition, offer holiday extras to enhance the clients holiday experience.
Achieve all monthly Sales and Customer Service KPI's, including conversion, PPB, profit targets.
Complete end to end booking checklist to execute everything from providing documentation, queries, responsible for all booking operations including cancellations, customer complaints and in resort issues.
To be involved with any other ad-hoc tasks/projects as may be required from time to time.
Skills & Experience
A passion for selling holidays with a minimum of 2 years recent experience of general travel sales.
Outstanding product and supplier knowledge.
Demonstrable record of achieving KPI’s, with the ability to sell confidently and turn enquiries into sales.
Exceptional customer services skills with experience of working in a customer focused environment.
Excellent communications, telephone manner and listening skills with the ability to anticipate customers’ needs.
A sound knowledge of social media platforms.
Ability to use Google Analytics for social media tracking and reporting.
Ability to work in a fast-paced target orientated environment.
Excellent attention to detail.
Ability to use Microsoft packages – e.g., Excel, Word and Outlook.
A genuine desire to achieve results, both personally and as part of a successful team.