Contiki Contact Centre Agent

ABOUT US

At TTC, we are Enriching lives by connecting people and places.

For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives.

Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

OUR VALUES

Everything we do is guided by our five shared commitments:

• Value Every Voice - We put people first.
• Act with Integrity - We do what’s right.
• Explore Beyond Boundaries - We’re driven by curiosity.
• Own the Outcome - We take responsibility for our decisions.
• Succeed Together - We’ve got each other’s backs.

POSITION SUMMARY

Working within a world class contact centre environment, the Contact Centre Agent is responsible for sales, effectively handling travel bookings received via phone, email, chat and online whilst maintaining a superior standard of customer service to achieve the company's sales targets.

A Contact Centre Agent is goal-driven and captures every sales opportunity with a strategic and attentive approach by matching brands and products with our customers. You are the critical link between curiosity and conversion. You’ll serve as a trusted advisor, guiding prospective guests and travel partners through the vacation planning journey with confidence, enthusiasm, and expertise. You’ll manage inbound and outbound leads, actively engage warm prospects, and convert interest into bookings using a consultative, relationship-based sales approach.

In this role, you will receive inbound contacts and leads through various channels and are responsible for converting these leads by providing the best service experience for our customers, both internal and external.

Contact Centre Agents control our most valued contact with our customers and create the ultimate guest experience through consistent professional care and service. If you’re energized by closing sales, delivering standout guest experiences, and growing in a fast-paced, customer-first environment, we invite you to join our high-performing sales team. Here, sales enablement meets purpose—and your success fuels our guests’ unforgettable journeys.

Key Responsibilities

Sales:

• You will answer incoming enquiries and match our product with customers' needs using the Consultative Sales Process (CSP) to identify their exact needs.
• You will identify lead opportunities on inbound sales calls and utilise CSP skills to overcome objections and help customers through the buying funnel.
• You will hunt for leads on live chat, social media and other travel channels to engage interested customers.
• Convert qualified leads into bookings by engaging with guests through phone, email, and chat using a strategic consultative sales approach.
• You will maximise opportunities to sell, up-sell, and participate in call centre initiatives for increased sales.
• Maximize performance through disciplined lead follow-up, thoughtful discovery, and consistent outbound re-engagement.
• You will respond to and nurture all brochure requests.
• Establish and maintain effective relationships with customers and gain their trust.
• Book all products and services accurately in the various reservations systems such as Tropics, Longitude, and Amadeus.
• You will handle all bookings inclusive of groups.
• You will own your sales pipeline in Salesforce by logging all activity, track follow-ups, and manage your portfolio of opportunities to closure.
• Use Salesforce effectively to nurture new leads and follow-up on existing open opportunities to increase sales performance.
• Book all air products & sectors in the required systems (Amadeus, Lime, Aviate, Tropics, etc.)
• Drive revenue across both B2C and B2B channels by recommending the right travel experiences based on each guest’s or advisor’s needs.
• Deliver exceptional service while achieving KPIs tied to conversion, retention, call quality, and guest satisfaction.
• Stay current on product offerings, brand promotions, and travel trends to maintain expertise and credibility.
• Contribute to team success by participating in enablement sessions, sharing best practices, and hitting collective goals.
• Build loyalty and repeat business through personalised service and long-term relationship building.

Service:

• You will be responsible for the finalization of all bookings and accurately collecting payments.
• You will be responsible for the amendments, changes, suspensions and cancellations of any existing bookings.
• Provide customers with any information required prior to travel.
• You will work with customers to save bookings if trips are suspended, cancelled or the customer wishes to cancel.
• You will identify opportunities to sell alternatives and add-ons if required.
• Establish and maintain effective relationships with customers and gain their trust.
• Book and/or amend all products and services accurately in the various reservations systems such as Tropics and Amadeus.
• Use Salesforce effectively.
• Utilise CSP skills to overcome objections and provide excellent personalised customer service.

Quality Assurance:

• Comply with all quality assurance guidelines across interaction channels.
• Ensure quality control (QC) is completed for every reservation.
• Apply coaching feedback and/or suggested corrective actions as provided by the quality assurance team to ensure that you are providing the best possible level of service to customers.
• Attend quality assurance calibrations as scheduled by the Contact Centre Manager and Quality Assurance team.

Skills required:

Communication:

• Proficient in both oral and written communication, in English, with diverse types of nationalities and accents.

Learning on the Fly:

• Have the ability to learn quickly be open to change even when facing new or challenging situations.
• Embrace new systems and brands as required.
• Maintain accurate and up-to-date knowledge of company products, policies, and procedures related to the job.
• Uses multiple computer applications and telephone technology to process customer transactions.

Collaboration:

• You will partner with your manager and teammates to meet your individual goals and contribute to the overall goals for TTC.
• Recognise, document, and alert the manager of any trends.
• Recommend process improvements where needed.

Nurturing:

• You will build, develop, and cultivate relationships with customers, travel partners, and colleagues.

General:

• Be dedicated to meeting the expectations of both our internal and external customers.
• Be required to take on other duties assigned within the Contact Centre.
• Be required to work flexible shifts, including weekends, and Public Holidays.
• Act on any instructions from time to time based on the company's operational requirements and falls within the vocational ability of the incumbent.
• Attend in-house staff training and departmental meetings.
• Adhere to company ethics standards.

Competencies:

• Ability to work as part of a team, share your wins, collaborate generously, and contribute to a positive sales culture.
• Demonstrate exceptional selling skills by using Consultative Selling, by asking smart questions, listen actively, and guide customers to the right-fit product.
• Excellent planning and organising skills.
• Ability to prioritise and perform multiple tasks under pressure.
• CRM Fluency, you are confident navigating Salesforce to manage leads, track activity, and driv