Job Description
The Customer Service Sales Agent is responsible for proactively reaching out
to customers, assisting them in making new bookings, and converting pending
bookings into confirmed reservations. This role involves making and receiving
calls, managing new bookings, and providing excellent customer service to
finalize the booking process.
At Wakanow, we are more than just a travel booking platform. We are Africa& leading online
travel agency, dedicated to making travel experiences not only easier but also more enjoyable.
Our journey began with the aim of creating a platform that addressed the complexities of travel in
Africa, and today, we have expanded our horizons to global travel.
Our contact centers are the heartbeat of our operations, ensuring every traveler's query, concern,
and need is addressed with the utmost care and professionalism. Spread across various locations,
our contact centers are unified in their mission: to offer unparalleled customer service that
resonates with our brands promise.
We believe in the power of human connection. While our platform offers the convenience of
online bookings, our contact centers ensure that the human touch, understanding, and expertise
are just a call away. Every member of our contact center team is not just an employee but an
ambassador of the Wakanow experience.
As we continue to grow and expand our footprint, our commitment remains unwavering: to
simplify the travel process, to make travel more accessible, and to ensure that our customers
always have a trusted companion in Wakanow.
KEY RESPONSIBILITIES:
Outbound Sales Calls: Proactively reach out to potential customers through outbound sales calls,
presenting travel options and persuading them to make bookings.
Inbound Calls: Handle incoming calls from customers inquiring about travel options, providing
information, and guiding them through the booking process.
Booking Management: Efficiently manage new bookings, ensuring accuracy, compliance with
company policies, and a seamless customer experience.
Conversion: Contact customers with pending bookings, follow up on their inquiries, and employ
effective sales techniques to convert pending bookings into confirmed reservations.
Customer Assistance: Provide exceptional customer service by addressing inquiries, resolving
issues, and assisting customers with their travel needs.
Sales Targets: Meet or exceed sales targets and key performance indicators (KPIs) related to
booking conversion and revenue generation.
Product Knowledge: Maintain a strong understanding of travel products, services, and promotions
to effectively upsell and cross-sell to customers.
Documentation: Keep accurate records of customer interactions, actions taken, and booking
details in the company;s customer management systems.
Quality Assurance: Adhere to company policies and procedures to ensure high-quality customer
interactions and compliance with sales guidelines.
Follow-Up Calls: Call back customers to finalize bookings, provide additional information, and
ensure customer satisfaction.
RequirementsQualifications:
High school diploma or equivalent.
Proven experience in telesales or a similar role, preferably within the travel or hospitality industry.
Strong communication and interpersonal skills, with the ability to persuade and influence
customers.
Results-oriented with a track record of meeting or exceeding sales targets.
Excellent customer service skills and a customer-centric approach.
Familiarity with travel products and reservation systems is a plus.
Detail-oriented and organized.
Ability to work independently and as part of a team
