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Job descriptionAssisting 'live' verification for bookings submitted from Package/Day Teams.
Responsible for slot allocations and schedules.
Perform Quality Assurance checks during verification calls to eliminate incident reports.
Liaise with brokers through calls/ emails for any bookings submitted and maintain good log record for them.
Daily duties include handling customer service hotline for hotel reservations or enquiries for non-members and assist to resolve any complaints.
Invite guests to attend a personal preview of our Sales Gallery or to offer them a discounted holiday package or activate/verify open packages.
Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
Encourage guests or callers to purchase or schedule preview package sales/tours.
Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available.
Answer guest questions about property facilities/services.
Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to support to Customer Service focus.
Supports with the development and mentoring of other Marketing Team members as requested.
Performs other duties as assigned.
Key Performance Indicators (Note that specific targets may vary accordingly to current business strategy):
Associate will be monitored twice a period and must achieve 90% proficiency.
Associate's Dials per Hour must not fall below 15 dials per hour in a four-week period.
Associate must not exceed 8 hours per tour.
Associate must not fall below a 55% gross book to show rate in a given period.
Associate's productivity should not fall below other standards as defined by management.
Verify all packages sold by the Australian Call Centre Telemarketing unit
Undertake administrative process of packages where applicable
Activate current open dated pipeline of packages into available dates and tour slots
Excellent written and oral communicative, verbal and non-verbal listening skills.
Fluent in English and a second language as required.
Positive and enthusiastic attitude.
Presents a professional and knowledgeable image.
Ability to represent MVCI in a courteous, enthusiastic and diligent manner.
Proven experience using persuasive techniques
Experience in direct marketing or promotional sales will be advantageous.
Proven ability to work in a team environment and interact with all levels of the organization.
Working knowledge of Microsoft Excel and Word
Patience and understanding, especially with any language related barriers.
Must be able to handle a flexible work schedule which will include weekends and evenings
Experience in high volume, fast-paced, results oriented business environments.