Outbound Sales Specialist

Business Goal :

Offers an omni shopping experience to their prospects and customers is to provide exceptional customer service and ensure customer satisfaction throughout their shopping journey.

KPI :

Customer Satisfaction Score (CSAT): Measure the level of customer satisfaction with the service provided by the representative through post-interaction surveys or feedback forms.

First Contact Resolution (FCR) Rate: Track the percentage of customer inquiries or issues resolved by the representative during the initial contact without the need for further escalation or follow-up.

Average Response Time: Measure the average time taken by the representative to respond to customer inquiries or requests, ensuring prompt and timely communication.

Customer Retention Rate: Monitor the percentage of customers who continue to use the company's services after interacting with the representative, indicating the representative's ability to build rapport and provide satisfactory solutions.

Upselling/Cross-selling Conversion Rate: Track the rate at which the representative successfully converts customer inquiries into additional sales by recommending and promoting relevant products or services.

Quality Assurance Score: Assess the quality of interactions and adherence to company policies and standards through regular evaluations and scoring conducted by supervisor.

Escalation Rate: Monitor the rate at which customer inquiries or issues need to be escalated to higher levels of management or specialized departments, aiming to minimize the need for escalation through effective problem-solving.

Sales/Revenue Generated: Measure the direct impact of the representative's efforts on generating sales or revenue through cross-selling, upselling, or successful resolution of customer concerns.

Net Promoter Score (NPS): Determine the likelihood of customers recommending the company's services based on their interactions with the representative, indicating customer loyalty and advocacy.

Job Summary :

1. Engage with clients to understand their travel preferences, requirements and budget constraints
2. Offer recommendations and suggest suitable destinations, itineraries and travel packages based on their interests and needs
3. Make hotel reservations, sightseeing tours, amusement park and other tourist spot entrance tickets, local transportation and airport pick and drop
4. Assist in any special requests of tourists in all the destinations possible
5. Provide comprehensive information about travel destinations, visa requirements, travel insurance and any health considerations relevant to the chosen destination
6. Help clients plan their travel budgets effectively and provide cost estimates for the entire trip
7. Promote various travel packages, upgrades and additional services to enhance the clients travel experience
8. Provide after sales support to clients, when it comes to their before, during and after their trips and resolving any issues that may arise and ensuring customer satisfaction.
9. Keep abreast of the latest travel trends, destinations and industry developments
10. Ensure all necessary documents, such as passports, visas and travel insurance are in order and provide guidance in obtaining these documents if needed
11. Collaborate with different suppliers (other countries) and maintain the rates and costing for the company

You will spend most of your time doing below tasks

Daily

1. Engaging with clients travel requirement's
2. Following up with existing clients and generating new inquiries
3. Keep records of all transactions
4. Being updated with the latest travel trends
5. Sending detailed reports by the end of the day
6. Finding cheapest suppliers
7. Manage all the Outbound issuance request from Sales department
8. Manage all the International visa issuance request from Sales department

Weekly

1. Compiling the weekly reports and analyzing the targets and achieved
2. Making strategies for the upcoming week
3. Analyzing the travel market and its trends
4. Coordinating with different suppliers (other countries) at times of purchase and before purchase

Monthly

1) Maintaining accurate records of reports

2) Reviewing sales performance

3) Addressing factors of closing and losing clients

5) Setting new sales goals and developing sales strategies.

6) Meeting monthly sales targets

7) Participating in sales team meetings.

Quarterly

1. Conduct a comprehensive analysis of the current travel market trends, popular destinations, and customer preferences
2. Develop attractive and unique holiday packages for the identified destinations
3. Create a targeted marketing campaign to promote the new holiday packages
4. Utilize social media, email marketing, and other strategies to reach the target audience effectively
5. Enhance customer support services and establish a feedback mechanism to address customer queries and concerns promptly
6. Create a targeted marketing campaign to promote the new holiday packages
7. Conduct regular training sessions for the sales team to improve product knowledge and sales techniques

Annually

1. Continue identifying and adding new destinations to the holiday offerings
2. Strengthen partnerships with local travel agents, airlines, and accommodation providers to secure better deals and exclusive offers for customers
3. Introduce eco-friendly and sustainable travel packages to attract environmentally conscious customers
4. Monitor key performance indicators (KPIs) regularly to assess progress towards annual targets
5. Launch loyalty programs to reward repeat customers and encourage referrals

Education

1) Any Degree / Masters

Experience

1) Atleast 3 year of experience in travel company in UAE

2) Track record of

3) Strong phone and verbal communication skills along with active listening

4) Ability to multi-task, set priorities and manage time effectively

T-Skills

1) Good negotiation and problem-solving skills

2) Proficiency with necessary technology software, including CRMs, dialer systems, Office Suite

3) Computer literacy

4) Adaptability and flexibility

Sales and Marketing tools - Sales CRM, Sales funnel, Social Media

Productivity Tools

- Googledrive, NetSuite, CRM, Tabby

- GDS System, Visa, Hotel, Online bookings portals