Customer Service Agent at Wakanow

Wakanow is Africa's leading, full-service online travel company. At Wakanow, we understand that everyone likes easy and affordable travel services, so we provide our customers with a one-stop booking portal for Flights, Hotels, Visa Assistance, Holiday Packages, Airport Transfers, an international Travel SIM, a Prepaid Travel Card, a Loyalty program, and much more.

We are recruiting to fill the position below:

Job Title: Customer Service Agent

Location: Lagos
Employment Type: Full-time

Job Objective

• The Customer Service Sales Agent is responsible for proactively reaching out to customers, assisting them in making new bookings, and converting pending bookings into confirmed reservations.
• This role involves making and receiving calls, managing new bookings, and providing excellent customer service to finalize the booking process.

Job Description

• Outbound Sales Calls: Proactively reach out to potential customers through outbound sales calls, presenting travel options and persuading them to make bookings.
• Inbound Calls: Handle incoming calls from customers inquiring about travel options, providing information, and guiding them through the booking process.
• Booking Management: Efficiently manage new bookings, ensuring accuracy, compliance with company policies, and a seamless customer experience.
• Conversion: Contact customers with pending bookings, follow up on their inquiries, and employ effective sales techniques to convert pending bookings into confirmed reservations.
• Customer Assistance: Provide exceptional customer service by addressing inquiries, resolving issues, and assisting customers with their travel needs.
• Sales Targets: Meet or exceed sales targets and key performance indicators (KPIs) related to booking conversion and revenue generation.
• Product Knowledge: Maintain a strong understanding of travel products, services, and promotions to upsell effectively and cross-sell to customers.
• Documentation: Keep accurate records of customer interactions, actions taken, and booking details in the companys customer management systems.
• Quality Assurance: Adhere to company policies and procedures to ensure high-quality customer interactions and compliance with sales guidelines.
• Follow-Up Calls: Call back customers to finalize bookings, provide additional information, and ensure customer satisfaction.

Requirements

• Proven experience in telesales or a similar role, preferably within the travel or hospitality industry.
• Strong communication and interpersonal skills, with the ability to persuade and influence customers.
• Results-oriented with a track record of meeting or exceeding sales targets.
• Excellent customer service skills and a customer-centric approach.
• Familiarity with travel products and reservation systems is a plus.
• Detail-oriented and organized.
• Ability to work independently and as part of a team.

Application Closing Date
Not Specified.