Web Chat Advisor (12 Month Fixed Term Contract)
Job Introduction
At Saga, our people are our business. Within our travel and cruise businesses we believe that if you are going to do it, do it properly. That is why we offer opportunities that match our vision, to inspire and enable possibilities.
This role is an important part of the Holidays Sales team who strive to facilitate, to help and support the travel function of the business.
In this role, you will deal effectively with customers, primarily using web chat and e-mail optimising the conversion of quotes to sales, recognising and opening all cross-selling and upgrading opportunities and assisting with existing booking queries. As well as providing our customers with exemplary service by dealing with all requests sympathetically, efficiently, accurately, promptly and in a caring manner.
And in return, you can look forward to all of the responsibility and involvement of an integral role, providing you with a rewarding and fast paced career with an excellent benefits package including life assurance, pension, high street and online discounts, and concessions for holidays and travel.
Role Responsibility
- To support customer with the on-line booking journey
- To support customers with their booking process questions, issues and concerns
- To provide expert knowledge around destination, and cruise choice, re-enforcing with personal recommendation
- To provide exceptional service to the on-line customer providing them with the confidence to complete their booking on-line where appropriate
- To act as the liaison point between in and off-line, ensuring customer are supported by offline contact to secure a booking or resolve a customer service query
- To understand and support the accurate capture of source coding to enable the accurate tracking of web chat activity
- To ensure the highest quality of chat experience is delivered to every customer
- To deliver revenue generation as per targets as a direct result of chat intervention
- To work within DPA and FSA guidelines for all chat interactions
- To escalate any complaints, media threats or complaint as per the relevant complaint escalation guidelines
- To report/escalate any web issues to the IT web support and marketing teams
- To qualitatively feedback to the web IT and marketing team recommendations for site an on-line journey improvement
The Ideal Candidate
Capability, Knowledge and Experience:
- Strong written communication with a high level of spelling and grammar
- Excellent customer service skills
- Ability to work under pressure
- Ability to manage your own workload and have a passion for delivering excellence by going the extra mile
- Good knowledge of the internet, social media communications & e-mail chat
- Strong understanding of the Saga on-line booking journey
- Demonstrable working knowledge of Taurus
- detailed knowledge of Saga Travel and Cruise products
Education and Qualifications:
- Good standard of secondary education
Personal Characteristics:
- Highly motivated and results orientated
- Team player
- Belief in our guiding principles as outlined above
- Customer focused attitude and willingness to help support customers
- Excellent verbal and keyboard skills
- Excellent attention to detail – accurately and efficiently processes information and tasks
- Is an advocate of the Saga Way
- Excellent listening, reading questions and interaction control techniques
- Flexibility of approach to tasks
About the Company
The Saga Recruitment Team are on hand should you wish to attend a Recruitment Surgery and discuss your application, CV or interview advice. Just get in touch to book an appointment.
For further help we have found some useful videos that provide some good advice for creating your CV:
And some great tips should you be invited to interview:
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