Customer Service In Global Travel Company

OverviewPassionate about both sales and travel?

Looking for a full-time role?

Come join a highly successful international travel company that's a global leader in its field!

International Volunteer HQ is the world's largest volunteer travel specialist, headquartered in New Plymouth.

We help individuals and groups from over 100 countries to participate in more than 300 volunteering programs across 40+ countries and give back through travel.

Our rapid growth means we're looking for an additional service-orientated individual to join our team of volunteer travel experts who make dreams come to life for the 15,000 individuals from all over the world who participate in our international volunteer programs each year.As part of our Sales Team, you'll be responsible for all interactions with volunteers from the moment they first enquire or submit an application through to the completion of their booking.

This encompasses all inbound communications, application processing, phone enquiries, and outbound sales efforts.

By gaining a deep understanding of each customers interests, goals, needs, and limitations, you\'ll guide them toward the IVHQ program that best suits them.

While inspiring so much excitement about their journey that they're eager to apply online and secure their spot.With hundreds of enquiries per day, you'll get to interact with thousands of excited travellers around the world and be the person that motivates them to contribute their skills, experience and time to one of our impact-led volunteer initiatives.

You'll join a fast-moving, entrepreneurial, international team with a fun, collaborative culture, and help to make a real difference across communities on a global scale.This is a full-time role (5 days per week), including one weekend day - which can be split into two half-days if preferred, located in New Plymouth.IVHQ is committed to its policies of diversity and inclusion – for more details, click here.PLEASE NOTE THAT IVHQ WILL NOT SPONSOR WORK VISAS.

PLEASE DO NOT APPLY IF YOU ARE NOT CURRENTLY AUTHORISED TO WORK IN NEW ZEALAND.CORE ROLE OBJECTIVES & RESPONSIBILITIESMotivate customers to submit an online application to volunteer with IVHQ by : Responding promptly to inbound enquiries via hubshot, webform, email, live chat and phoneAsking questions to understand the customer's requirements, preferences and constraints in order to effectively answer their questionsEnthusing about IVHQ's volunteering opportunities and making project / destination recommendations that meet the customer's requirementsProactively making outbound contact via phone, email or instant message with customers where necessary to follow up and drive continued engagementReview applications to ensure volunteers satisfy the criteria to participate in their chosen project and to confirm availability for their travel dates.Manage all communications with volunteers post-application to maximise conversions to paid bookings.Soliciting input from other team members, such as Program Managers or the Group Support team, where appropriateIdentifying where a customer might be more interested in an overseas internship and passing the lead over to the Intern Abroad HQ teamCapturing each customer's details, requirements and proposed recommendations in IVHQ's CRM systemAssessing customer sentiment and interactions to provide regular feedback on opportunities to improve IVHQ's value propositions, user experience, marketing and sales effectiveness.PERFORMANCE OBJECTIVESConversion from enquiry to applicationConversion from application to registrationPromotion and sales of add-ons (flights, insurance, tours & experiences)YOU'LL BE A GREAT CANDIDATE FOR THIS ROLE IF YOU HAVE...Minimum 2 years of prior experience in providing online customer service or selling via email / phoneAn engaging, inquisitive and personal approach when communicating with customersStrong accuracy and attention to detailGood written and verbal communication skillsFriendly, collaborative and can-do attitudeStrong work ethic and proven ability to work independentlyExperience or interest in overseas travelAdditional languages beyond English are a benefit but not a requirementCORE NOTICE : IVHQ will not sponsor work visas.

Please ensure you are authorized to work in New Zealand before applying.

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