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About the Role

The Reservation Sales & Service Specialist is responsible for managing inbound phone calls, reaching sales objectives, and improving customer satisfaction and loyalty by providing accurate and timely information about travel products. This role also involves cultivating relationships with accounts and influencing product loyalty.

Responsibilities

• Managing inbound phone calls while maintaining productivity goals that support industry-leading inbound service levels
• Reaching and exceeding sales objectives by selling travel packages and product up-sells and cross-sells
• Handling inbound sales and service calls using industry-best customer sales techniques
• Developing internal relationships and fostering a spirit of cooperation with other Gfob departments as needed to serve the wants, interests, needs, and expectations of our customers
• Improving customer satisfaction and loyalty by ensuring customers receive accurate, timely, and quality information about the products we are supplying
• Reaching and exceeding loyalty-based customer sales contact quality objectives by consistently looking for ways to create a positive, lasting memory of our interactions
• Contributing to a team effort by accomplishing related results or projects as needed
• Handling special projects as assigned through detailed program knowledge and interpersonal skills
• Cultivating and maintaining on-going relationships with all accounts and influencing product loyalty

Requirements

• Demonstrating the importance of an excellent customer experience through the sales cycle to increase customer loyalty
• Building customer relationships
• Technical and functional skills using a variety of computer applications, including reservation systems, Microsoft 365 tools (Outlook, Excel, Teams, SharePoint), and scheduling and telephony tools
• Working with points of interest/geography
• Ability to work in a call center environment that includes structure, shifts, and performance measurements
• Understanding of contact center schedule adherence requirements, adhering to post schedules and using proper phone status

Skills

• Customer service
• Sales
• Travel industry knowledge
• Computer applications
• Microsoft 365
• Outlook
• Excel
• Teams
• SharePoint
• Scheduling tools
• Telephony tools
• Interpersonal skills

Location

• In-office presence may be required at times

Work Type

• Travel and/or in-office presence may be required at times

Education Level

• One year of related education through experience in customer service, sales, or travel industry, or equivalent combination of education and experience

Benefits

• Generous benefit package including travel benefits and retirement

About the Company

• With 95+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 70 countries on six continents across the globe.
• With equal measures vision and hard work; team collaboration and commitment; adaptability, honesty, and integrity as well as a genuine love for all-things-travel, the Globus family of brands – a leader in international travel – now offers unparalleled, perfectly planned tours; inventive, inspiring cruises and modern, independent vacation packages to millions of travelers.

Equal Opportunity

• Lontours Canada Limited welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.