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FIT Reservations Consultant

1 month ago

Auckland, Auckland, New Zealand Helloworld Group Full time

179 Normanby Road, Southbank VIC 3205, Australia

Helloworld Travel currently employs people across Australia, New Zealand, Fiji and Greece. Through this talented group of people, the company supports an extensive network of travel agencies.

Working at Helloworld Travel is dynamic, fast-paced and rewarding. Whether you work in retail, wholesale, shared services, tour operations, logistics, our DMC brands, or air tickets consolidation, you will be supporting a business whose goal is to make sure our customer's travel journeys are memorable.

Position Overview

Your prime purpose as a FIT Reservations Consultant is to accurately and efficiently process booking requests on a daily basis from clients around the world to ensure our same day response time is adhered to.

As a consultant, you will develop effective and on-going relationships with client accounts, maintain high levels of customer service and ensure conversion of quotes.

What you're accountable for?
  • Daily processing of bookings, fly drives, amendments and cancellations ensuring a response/confirmation to all booking requests the same day, with a 90% confirmation rate.
  • Confirming all bookings into Tour plan with correct status, margin and price codes.
  • Liaising with Account Manager to source necessary information for agent requests, including quotes.
  • Answering queries and calculating quotes from agents.
  • Ensuring client customer service issues are addressed promptly.
  • Maintaining profitability of files by following the file checking procedure.
  • Research, analyse and recommend ways of improving operations and products and services offered to customers.
  • Actively respond to customer feedback and show initiative to address suitable outcomes to customer enquiries.
  • Managing work priorities to ensure that all clients are receiving service as per contractual obligations.
  • Active participation in team.
A few other things to note about the role
  • Attending function and Famil trip events representing the company will be a requirement. Therefore, you will require a valid passport and drivers' license.
  • Helloworld Travel is an equal employment opportunity employer and does not tolerate workplace discrimination, bullying or harassment. You will be subject to and comply with company policy to ensure we promote a harmonious work environment.
  • The position reports to the Team Leader.
  • The position is based in New Zealand.
  • The role is Full Time.
Key result areas
  • Confirm and convert quotes.
  • Accurate calculation of quotes.
  • Excellence in customer service.
Qualifications
  • Degree or Diploma in Tourism/Travel.
Experience
  • Experience and knowledge of Australia and New Zealand and knowledge of the European and/or USA market.
  • Experience in working in a team environment.
  • Excellent presentation and communication skills.
  • Must be proficient in MS Word and Excel.
  • Minimum of 6 months experience in an inbound reservations environment is preferred although not essential.

Your application will include the following questions:

  • Which of the following statements best describes your right to work in New Zealand?
  • How many years' experience do you have as a Reservations Consultant?
  • Do you have customer service experience?
  • How many years' experience do you have in the hospitality & tourism industry?
  • What's your expected annual base salary?
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