Graduate Job Vacancies at a Renowed Travel Agency - Universal Careers

Duties

• Dealing with enquires via telephone or email
• Attending to reservation, ticketing reissues and refund requests. Domestic and International travel requests
• Advise customers on international visas needed/ cancellation/change fees.
• Develop on going professional relationships with corporate clients.
• Managing client issues.
• Preparing quotes and distribution of travel itinerary.
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when the need arises.
• Build sustainable relationships and engage customers by going the extra mile
• Keep records of all conversations in our call center database in a comprehensible manner
• Meet individual/team qualitative and quantitative targets
• Ensuring a positive Customer Experience throughout the customer
• life cycle.
• Ensuring that Customer Feedback is used to improve the website,
• communication and internal processes where applicable
• Monitoring and ensuring the smooth operations of all customer
• communication channels
• Other duties consistent and within the scope of the position
• Ad-hoc projects and support

Knowledge and Skills

• Strong GDS skills (preferably Amadeus) is mandatory
• Reissues refund processing and complex bookings.
• Good computer and Internet skills.
• Geographical and Industry awareness
• Ability to digest information from the internet and GDS system.
• Strong relational and communication skills.
• Strong oral, writing, negotiation and networking skills
• Good interpersonal skills and telephone manner.
• Be able to gain customer trust and close bookings immediately.
• Accurate administration skills to ensure 100% accuracy on customer booking.
• Stress management.

Job Requirements

• Minimum of 2 years’ experience in the travel Industry
• Bachelors degree
• Competent Amadeus User ( Mandatory )
• Customer friendly personality and skills are necessary
• Previous experience in a customer support role is mandatory
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Experience with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively

// No longer accepting applications //

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• Affiliate client relationship management.
• Build, sustain and grow relationship.
• Problem solving/ solutions
• Nigerian market (future) and intermittent support to all global affiliate managers

• Excellent command of English language (written and oral)
• Excellent communicator
• Excellent relationship building
• Networker
• Meticulous
• Ability to analyse problems and drive solutions
• Creative thinker
• Independent worker
• Previous experience in Marketing
• Previous experience in the travel and tourism industry to your advantage.
• Microsoft Word & Excel
• Internet

• Driven by personal development
• Energetic
• Passionate
• Driven
• Love for the travel industry
• Willing to take the right risk
• Ideas generator
• Meet requirements but continually exceed expectations

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The following document outlines your key responsibilities & duties inclusive of the skill set required. The list is not exhaustive. As your career progresses within the Company, we will expect you to grow and develop in your role. Any major changes in your Job Description will be noted. Your Job Description combined with your Key Performance Areas/Indicators will provide you with a robust guide of your expected level of performance.

Skills/ Requirement

• Understand all social media channels;
• Experience in significantly growing social platforms across multiple channels;
• Experience in driving strategy and execution to increase engagement;
• Experience in at least 1 developing country;
• Experience with setting up/ finding/ tweaking and implementing social media
• tools/ widgets and gadgets;
• Experience with managing social media campaign budgets;
• Experience using power editor; and
• Understand how social media fits into global marketing strategy.

Personal competency requirements

• Passionate
• Driven
• Love for the travel industry
• Willing to take the right risk
• Ideas generator
• Meet requirements but continually exceed expectations