Job Description: Come and join one of the world's leading luxury travel brands A&K Travel Group is a global lifestyle and travel company that sets the standard for refined and personalized travel experiences. These include Abercrombie & Kent, Crystal, Cox & Kings and Ecoventura as well as investments in other travel companies. Abercrombie & Kent pioneered luxury adventure travel with its first African safaris in 1962, founded on an ethos of adventure by day, luxury by night. Today, A&K's award-winning travel services extend around the globe to more than one hundred countries on all seven continents. A&K's bespoke itineraries and escorted small-group tours offer one-of-a-kind inspiring experiences, from expedition cruises and tailormade trips to exclusive villas, safari camps and private jet journeys, unlocking a world of possibilities for a Life Well-Travelled. Behind every journey is an international network of more than 3,000 staff, in over 70 offices and 83 countries, ensuring invitation-only access to the people and places that make every destination unique www.abercrombiekent.com. Join the world of A&K by following us on Instagram | LinkedIn | Facebook The role A&K sets a high standard worldwide as a provider of premium travel experiences. We are a multi award-winning company and guest satisfaction is our first priority. This role has been created with a view to continually improve A&K's service by pro-actively obtaining feedback from guests and taking required remedial action as a result of this feedback. You will also play a crucial role in identifying and engaging potential prospects through strategic initiatives, repeat clients, targeted mailouts, and personalised communication. This role will have a deep understanding of the prospective guest behaviour and needs and will act as a conduit between guests and Travel Specialists. Key responsibilities include but are not limited to: Actively solicit guest feedback via telephone and in writing Investigate all post-travel issues raised by guests (via GQs, letters or verbally) Work with the relevant teams to resolve issues raised by guests. This may include the reservations and product teams, as well as the on-ground office in the relevant destination. Competently address guest concerns or issues raised in an objective yet compassionate manner on calls and follow up in email Ensure guests are satisfied with the outcome Set up tracking measures to ensure improvement in A&K's service (GQ data, refund measures) Conduct outbound calls to warm leads, repeat clients and campaigns to increase sales opportunities Follow up on a selection of failed quotes to ascertain reasons for failure with a view to using this information to increase conversion Conduct outbound calls to welcome home guests Required knowledge and experience: 5 years' work experience in a customer/guest relations role Ability to connect with guests and quickly build rapport. Ability to display genuine understanding of and compassion for guest issues, coupled with the practical ability to investigate complaints and establish reasonable criteria for response Demonstrated Outbound calling skills Demonstrated sales skills and knowledge of sales principles. Understanding of the customer journey and purchase process Demonstrated experience in constructing high level communication and customer service A customer centric focus and outstanding relationship management skills Experience analysing and interpreting data Knowledge of how to establish and maintain reporting frameworks Prior experience using client database or tracking software Committed to the highest level of customer service High degree of attention to detail Excellent communication skills – both written & verbal Willingness to tackle difficult issues and conversations Team player is a must with an enthusiastic approach Willingness to take on challenges with a calm and measured approach Excellent time management skills Strong negotiation and influencing skills Australian work rights are required for this position Why work for A&K Travel Group? Our valued team of travel professionals across Australia and New Zealand each share a passion for making travel dreams a reality. These enthusiastic individuals come from diverse backgrounds and cultures. What you can expect with A&K: Flexible and inclusive workplace where staff are encouraged to expand their skill set, take on challenges and contribute positively to our collective team. Supportive environment that will make you proud to work for A&K Travel Group Investment in our staff with both in-house and external training opportunities Opportunity to progress your career, not just in Australia but as part of our global business 3 extra Wellbeing leave days per year (in addition to your Annual and Personal Leave entitlements) Paid Parental leave – 18 weeks at full pay Work in the enviable CBD office location close to public transport Employee Assistance Program (EAP) Monthly Birthday celebrations Opportunity to work from home as part of our hybrid working from home/office model Staff discounts and Travel Benefit program An organisation that is mindful of the environment, conscious of waste and seeks to minimise our eco-footprint. We're also a company that makes a difference. Abercrombie & Kent Philanthropy (AKP) has proudly supported local communities around the world for the past 40 years. If you meet the selection criteria and have appropriate work rights, we would love to hear from you. Apply by sending your resume and covering letter outlining why you'd be perfect for the role. EEO Statement Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
