Job Description
Job Purpose:
Shall contribute to maximizing retail sales and market share of Cozmo Travel’s sales through efficiently promoting and executing day-to-day sales and customer services of corresponding branch to achieve set targets and objectives, thereby enhancing customer experience and increasing sales.
Key Responsibilities:
- Work on promoting sales and customer activities as per guidance of the Reporting Manager, in line with the policies and procedures of the Company. These activities include but not limited to tickets, packages, holidays, visas, insurance, car rental, etc.
- Process all bookings and visas for walk-in/calling customers, issues ticket and finalizes all necessary travel arrangements through the system, following adopted procedures.
- Follow up on all updates and new products or systems introduced by the company to maintain solid and proper knowledge of the company’s services and products.
- Contribute to maximizing sales and profitability of the branch by educating/upselling customers all the services and products available with us.
- Process/monitor visa applications and cancellations in line with general policies and procedures. Take necessary approval / action related to waivers in case of delay.
- Maintains the company properties such as publications, brochures, equipment, office, waiting area, etc. in a good condition keeping in mind the Company’s corporate image.
Sales & Customer Experience:
- Establish excellent customer relationships with all other branches’ current and potential clients. Handle all customer complaints, problems in a very calm and positive manner; follow the right procedures in directing the complaints through proper channels when needed.
- Implement all cross-selling techniques identified by the company to promote all services and achieve the individual target set, as previously communicated by your Reporting Manager.
- Utilize sales skills and product knowledge to recommend personalized travel solutions and upsell additional services.
- Provide high quality of services to all customers as per communicated Customer Care KPIs by the Reporting Manager. Respond to all customers’ inquiries raised by visits, calls, emails, etc. immediately and effectively. Handle all customers in a friendly welcoming attitude and refrain from any attitude that might lead to customer dissatisfaction.
Operational excellence:
- Follow established processes and procedures to streamline workflow and optimize efficiency in day-to-day operations. Maintain accurate records of client interactions, bookings and payments.
- Collaborate with team members to coordinate travel arrangements and resolve operational issues promptly.
- Move to any branch/department and perform any other duties as instructed by the Management based on business requirements.
