Job Description for a Client Relations Consultant

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Job Description for a Customer Service Consultant. Full Document

Occupational Safety and Health

Occupational Safety and Health / Job descriptions

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I. General Provisions

A customer service consultant is a mid-level professional.
The Client Relations Consultant is appointed by order of the General Director and reports directly to the Director of the Sales Office.
A person who has a secondary, secondary specialized or higher education and has (preferably) at least six months of experience in similar work in tourism is appointed to the position of a customer service consultant.
The Client Relations Consultant must be proficient in:

knowledge and experience in sales of mass destinations (at least 3 summer and 2 winter destinations), exotic and individual tours;
information about tour operators that occupy leading positions in the market, have blocks of places, etc.
regional information, information about visas, fees of customs consular services, conditions of stay in different countries.
professional computer programs for booking and sales used in travel agency or tour operator activities; as well as standard programs MS Office, Internet, etc.
practical knowledge of workflow, primary accounting documentation, technology of sales of tourist products.
basic knowledge of one of the foreign languages (desirable, but not a mandatory qualification requirement).
personal positive qualities: sociability, accuracy, attentiveness, goodwill, loyalty, etc.

A customer service specialist is guided in his work by documents, standards and regulations established in accordance with the strategic goals and objectives of the company.

II. Official duties

To know the corporate standards and goals of the company, to strive to achieve them.
Based on the determining price positions and other information on sales priorities received from the company's management, build and conduct its work on the sale of travel services to customers, ensuring the maximum sales volume by creating optimal conditions for buyers to select and pay for the tour.
Provide the client with the necessary and reliable information about the rules for entering the country of temporary residence and the conditions of stay there; about the customs of the local population, about religious rites, shrines, monuments of nature, history, culture and other objects of tourist display that are under special protection, the state of the natural environment.
Carry out a full cycle of interaction with a client and a potential client: receive incoming calls, orient the client in areas of interest, answer questions, receive the client in the office and provide full information on prices, the product offered, and booking conditions. Inform the client about the progress of the order.
Know the names of companies that provide services to tourists on the territory of foreign countries, know the names of airlines, flight numbers, departure and arrival times of companies engaged in air transportation.
Keep statistics of calls according to the established form, broken down by advertising sources, by country on a special form.
Perform a preliminary check of the client's documents required for booking and processing the tour (passport, power of attorney, etc.).
Ensure timely and correct execution of documents during the execution of the order.
Offer visitors tea, coffee; to create a favorable and hospitable atmosphere for communication.
It is mandatory to enter data on the client into the program _, using only an individual password to enter.
Control the payment for the tour in accordance with the terms of the Sales Rules and the client agreement, while the client pays for the tour only at the bank's cash desk. When the bank's cash desk closes, either the director of the office or the senior manager accepts money from tourists.
Make a booking in accordance with the Instructions for Compliance with the Booking Technology and the Tour Package Sales Technique approved by the company's management.
Promptly inform the Reservation Department in the prescribed form about changes in the booking of services and cancellations.
Participate in after-sales service programs under the direction of the director of the sales office.
To store documentation for the design of tours (contracts, booking requests, etc.) in accordance with the rules of office work and storage of documents approved by the company's management.
Resolve disputes with clients, do everything possible to resolve the conflict situation peacefully. In the event that the client makes claims on the purchased tour, accept and register such documents in accordance with the "Instructions for working with claims", transfer them to the Director of the sales office, or the company's management.
Improve your professional and educational level, regularly attend seminars in countries and areas, as well as other educational events held in the company.
Carry out other assignments of the Director of the sales office, which are within his competence, and report on the results of the work performed without fail.
Observe labor and production discipline.
In the event of an account adviser's illness, vacation or absence for any other reason, transfer cases and provide all necessary information to his immediate supervisor (director of the sales office), or, in his absence, to a senior manager.

III. Rights

The Client Relations Advisor has the right to:

Submit your proposals to improve the technology of the sales office, to improve your workplace, increase sales and quality of service for consideration by the director of the office, as well as the company's management.
Within the limits of its competence, inform the immediate supervisor of all shortcomings identified in the course of activities, make proposals for their elimination.
Request and receive from the head and specialists of the company the necessary information on the availability of seats on flights and in hotels, information on the most advantageous sales offers, materials for information and reference support for customers.
Require the company's specialists who issue vouchers to draw up documents in accordance with the company's standards.
Make decisions within their competence.
Receive a social package in full.

IV. A responsibility

The Client Relationship Consultant is responsible for:

High-quality and timely performance of the duties assigned to him by this Job Description.
Sales volume corresponding to strategic plans and objectives, set by the company's management and approved by the General Director.
The accuracy of information about the holiday provided to the tourist.
Correct filling and maintenance of all documentation regulated by the requirements and standards of the company; correct settlement with the client.
Compliance with the work schedule and working hours, labor and production discipline.
The presence of uniforms and their attributes, their cleanliness and accuracy.
Cleanliness and order in your workplace.
The presence in the hall of advertising products of the company.
Use of Internet resources only for business purposes.
For the opening and closing of the sales office, setting the office on an alarm within the established competence, in accordance with the established rules and standards.
Preservation of office equipment entrusted to him (computer, fax, telephones, etc.) and office furniture; for causing material damage within the limits determined by the current labor, criminal and civil legislation of Ukraine.
Offenses committed in the course of carrying out their activities within the limits determined by the current administrative, criminal and civil legislation of Ukraine.
Non-disclosure of commercial information.

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