Smith24 - Hybrid sales support specialist

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