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Spanje, Algorta,Basque country,SpainSpanje, Algorta,Basque country,Spain

Hotelbedsgroup

Publicatie datum 29.04.2018

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Senior Booking Agent - Dutch speaking

Hotelbeds Group is a leading provider of travel solutions which comprises of four specialist business units.  The most established business unit is Bedbank - the No.1 B2B bedbank worldwide and Bedsonline - a leading booking engine used by retail travel agencies worldwide. We also specialise in solutions within Destination Management – a luxury travel and cruise port services as well as meeting and incentive solutions company; Transfer and Activity Bank – a supplier of transfer routes and destination activities as well as excursions and car rental products and New Ventures – a business that offers a variety of solutions to help push boundaries in visa outsourcing and processing, marketing solutions and B2B car rental booking.  All of Hotelbeds Group business units play an important role in reshaping travel across a diverse range of market segments. The Bedbank business unit is leading Hotelbeds Group charge to reshape travel. It contracts, connects and efficiently distributes a differentiated portfolio of +100,000 hotels to leading travel trade industry partners including online travel agencies (OTAs), retail agencies, tour operators and airlines. Our main Bedbank brands include Hotelbeds, Bedsonline, Hotelopia, Travel Partner Brasil, Room & Go, JBS and Easymarket.This position sits within our Bedbank unit. JOB DESCRIPTION:

At a Glance:

You will be part of the Contact Centre team for EasyJet Holidays, one of our businesses within the Hotelbeds Group, which operates a holiday business on behalf of EasyJet under the brand “EasyJet Holidays”

This includes packaging, marketing and selling hotel accommodation with EasyJet flights , and providing ancillary products, direct to the consumer in 7 European source markets (UK, Germany, Switzerland, Italy, France, Spain, Netherlands) through B2C websites and a multi-lingual contact centre operating 7 days a week, 365 days per year.

Reporting to the Operations Team Leader of EasyJet holidays, this role is critical to deliver high levels of sales and operational efficiency, whilst ensuring exceptional customer experience. The two principal activities of the centre are inbound contacts (information, new bookings, booking modifications and complaints) and outbound contacts (gathering information, offering information or selling a product).

Main Responsibilities:

Agent role:

  • Dealing with inbound and outbound calls
  • Achieving a range of targets including sales targets, service targets and call handling targets
  • Answering customer emails
  • Handling booking amendments and cancellations
  •  Providing information about our products and converting these calls into bookings
  • Ensuring that the holiday booking process is a great start to a customers’ holiday

Specific to the senior agent role:

  • At specific periods, taking responibility for the call centre and the agents
  • Acts as a role model at all times
  • Ensuring that our SLA’s are met ( including time to answer, time to respond, abandoment rate, sales conversion)
  • Assisting with Team Leader duties as and when required
  • Co-ordinating work and allocating tasks within the centre
  • First point of contact for customer escalations
  • Raising faults and escalating I.T issues
  • Assisting with quality monitoring
  • Assisting with training delivery
  • Adhoc duties and administration

Candidate Profile:

  • Good academic background, with experience in a diverse Contact Centre
  • Native Level Dutch
  • Passionate about travel
  • Strong sales experience
  • Team-worker with excellent communication skills
  • Customer focused with an outstanding capacity to resolve problems.
  • Flexibility and availability to change shifts.
  • Excellent time management skills
  • Ability to work independently

What we offer:

  • Competitive package based on skills and experience
You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey. As well as an attractive benefits package you will be able to work: Within an innovative, engaging and multicultural environment. Have the opportunity to build strong and lasting business relationships and friendships from around the world. Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
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