Smith24 - Hybrid sales support specialist
Location: Fully remote
Working pattern: Full-time 37.5 hours a week on a rotating shift pattern
Reporting to: Team leader
In less than two decades Mr & Mrs Smith has grown from a cult guidebook to the travel club for hotel lovers with more than 1.3 million members and a hand-picked collection of more than 1,500 hotels. The hybrid sales/support role is key to the next phase of Mr & Mrs Smith’s growth as we continue to curate the world’s most desirable hotel collection. The ideal candidate will be passionate about all things travel, have a good working knowledge of the luxury lifestyle sector, and understand what inspires the modern traveller.
• Promptly responds to inbound enquiries from members through all channels - phone, email, chat, webform and proactively reaches out to new leads and existing members to drive growth
• Provides a high level of customer service to members during, before and after the booking process including complaint resolution when needed.
• Handle multiple queries simultaneously via phone, email, live chat and social forums with flair and personality
• Handle the full sales and service cycle of a members journey to include pre-departure and post-departure calls.
• Serve as a brand ambassador for Mr & Mrs Smith, reinforcing the Mr & Mrs Smith personality, professionalism, sense of fun and brand values
• Maintain service-level averages by responding to all interactions with members in a timely and effective manner
• To achieve personal and team sales targets inline with business objectives.
• Effectively handle overflow calls/enquiries from S24 sales & support
• Availability to work on a full-time basis on a rotating-shift schedule, incorporating seven days a week between the times 8.30am to 8pm
• Ability to remain calm and positive under pressure
• Must be highly organised with an efficient personality
• Excellent attention to detail, with strong communication skills (both written and spoken)
• Confidence when working in a dynamic environment
• Professional attitude and team-oriented approach
• Ability to analyse and resolve difficult situations diplomatically
• Passion for customer service
• Ability to multitask