RACV
Central Reservations Sales Travel Consultant
To provide exceptional experiences for our members and customers through a range of products and services across motoring and mobility, home, energy and leisure.
Sales and Customer Success
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why RACV
RACV is there for every one of its 2.1 million members providing roadside assistance, emergency home assist, eight resorts in three states, travel discounts and benefits, insurance, finance, member benefits and more. In the community, RACV partners with five selected non-profit organisations annually in arts, environment, health and wellbeing, mobility and safety, and welfare. It provides financial support to each organisation to run specific programs that will benefit Victorians. RACV also provides numerous one-off grants for community projects throughout the state.
RACV has 30,000 RACV Club members, who pay an annual subscription and enjoy a range of social, leisure and business facilities in the heart of Melbourne at the City Club, 501 Bourke Street, and the Healesville Country Club in the Yarra Valley. RACV Club members can access reciprocal benefits at some of the finest clubs worldwide.
About the role
**About the Opportunity ** An exciting opportunity has arisen for a Central Reservations Sales Support Travel Consultant to join our Travel & Experiences team, who are based at RACV head office, 485 Bourke Street, Melbourne CBD. You will be responsible for enhancing the satisfaction of our members and guest, assisting to deliver great travel experiences with bookings across RACV 10 resorts & clubs and travel/tourism products. Initially this role will be required in the office five days week, for the first two-three months during training. Our team enjoy flexibility with hybrid work, four days in the office and one day at home, and work a rotating roster Monday – Friday between 9am-6pm. Availability to work weekends and public holidays may be required in the future. **This could be just the right role for you? ** Working in our professional team of travel experts in a central reservations and sales call centre environment, you will report to the Central Reservations Manager, and your key responsibilities for the role include:
- Attending to a high volume of phone calls and email enquiries from our members, guests and partners in a professional manner, ensuring all reservations are accurate and complete
- Upsell, cross sell and promote products across our RACV 10 resorts & clubs and broader travel/tourism products
- Manage leisure bookings and update reservations
- Attend to enquiries of new reservations, booking maintenance and escalations
- Report on sales, call centre performance and contribute to sales targets
**What you’ll need to be successful **
- Previous experience in a reservations, travel, leisure or sales support-based role
- Experience in a high-volume call centre environment, telephone sales and customer service
- Proficient in MS Office applications and reservations system, PMS Opera, preferred
- Salesforce and Genesys Cloud telephony system & GDS knowledge, highly regarded
- Professional phone manner and communication skills
- A desire to deliver a high level of customer service
- An eye for detail and a high level of accuracy
- Experience working in a KPI driven environment and ability to work well in a fast paced environment
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
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Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Service orientation
Actively seeks and develops strategies to help key stakeholders
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
