Job Description

Job Title:           Online Travel Consultant

Department:    Retail                  

Location:          Based at Home (You must be based in the UK and able to travel to Glasgow for training)

Reports To:      Online Team Manager

Working hours:  Monday – Friday: 9am – 8pm (shift pattern) and Saturday: 9am – 4.30pm. Full time or part-time available.

The Retail arm of Brooklyn Travel Group is one of our most varied departments encompassing Travel Sales, Admin Support, Product and Customer Service functions. As an independent travel Agent, we have the ability to sell all types of holidays, to any destination from our 11 stores across Scotland and Northern Ireland. We also offer an omni-channel approach for ease and flexibility of booking. Our aim is to provide our customers with a seamless journey from initial enquiry to their Welcome Home’ call, as exceptional customer service is at the heart of what we do.

Role Information

An ambassador for Stewart Travel, the Online Travel Consultant role is exciting, varied and fast-paced. We pride ourselves in our exceptional customer service and expect you to continuously work to our values. You will be passionate about travel and have a genuine interest in travelling and creating experiences for your customers. Working for Stewart Travel’s online team, you will be a self-starter that can be motivated to work-from home. You will have the opportunity to tailor holidays to your customer’s needs, allowing you to demonstrate your knowledge and experience, and produce experiences that are not ‘off-the-shelf’. As part of this role, we offer a range of benefits such as discounted holidays, private medical insurance on passing probation and an excellent bonus and incentive structure.

Duties and Responsibilities

• Dealing with online webchats and enquiries from customers.
• Dealing with customer enquiries via social media (e.g. Facebook).
• Have good working knowledge of all major tour operator and airline products to be able to match needs of your customer and strive to continuously improve your knowledge of our products.
• Represent the Stewart Travel Retail team, offering exceptional travel advice and information.
• Communicate professionally & confidently with customers, listening to their needs and finding the most appropriate travel solution for them.
• Book holidays using the correct process and systems, including flights, hotels, transfers and excursions.
• Have the ability to tailor make holidays and cruises to fit customer requirements.
• Maximize sales and the customer experience by suggesting upgrades and additional products.
• Take payments for deposits, holidays and other travel related expenses in the correct and secure manner.
• Always look for innovative ways to generate new business.
• Take ownership & contribute to team goals & targets whilst striving to achieve maximum profit on individual sales.
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Knowledge, Skills and Experience

• Ideally have a minimum of 2 years of experience in a travel sales environment.
• Have a good understanding of travel products including Tour Operators and Airlines.
• High standard of written communication skills.
• Confident in talking to customers online, in a web chat environment and responding to enquiries via social media.
• Ability to work in a challenging, fast paced, sales environment.
• Ability to multi-task and prioritise.
• Strong customer service skills.
• Ability to work autonomously but also as part of a small team.
• Ability to be flexible and support other retail branches as required.