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British Airways Sales Agent

8:43:00 PM

Ref
UKNCL186
Region
UK - Regions
Location
Newcastle, UK
Category

An excellent opportunity to contribute to the financial and commercial success of the airline, selling flights and holidays by tailoring the British Airways products to each customers individual needs, thus ensuring customer satisfaction and repeat business.

Job Description

Closing date: 24th March 2013
 
Job Purpose

£15,192 basic salary per annum plus monthy commission
Agents promote BA products and services via the appropriate channel (including phone, web and email), interpreting customer needs, identifying sales opportunities and actively using individual selling and customer service techniques to support, maximise and maintain BA revenue, whilst maintaining a focus on customer retention and service excellence.  Covering shifts to support the current working hours of 0730 - 2015, providing a 365 day service.

Principal Accountabilities

  • Ensures every opportunity is exploited to maximum effect by providing the customer with excellence in sales and service
  • Accurately advises the customer of all corporate and legal information where appropriate to their journey
  • Identifies customer needs and provides solutions and alternatives which best support the customer and the business
  • Proactively offers the customer products and services that will add value to their experience
  • Where appropriate promotes online and offline direct channels as an option for payment and applies all current payment and ticketing guidelines
  • Provides a full customer service support , updates customers on any amendments to their travel arrangements where necessary
  • Takes personal responsible for keeping up to date with commercial and strategic initiatives using the resources available in order support the delivery of service excellence
  • Motivated towards and focused on achieving individual, departmental and contactBA targets, goals and objectives
  • Owns personal development and looks for opportunities to grow and develop skills in order to maximise potential and performance
  • Responsible for ensuring accurate acceptance of approved forms of payment including fares, fees, services and other charges
  • Makes empowered decisions which take into consideration the balance between the customer and business needs whilst utilising support from others when required
  • Is responsible around working autonomously when needed on a day to day basis
  • Adheres to Health and Safety guidelines Responsible for ensuring that data protection sensitivity is maintained at all times

The Individual

  • Educated to GCSE level or equivalent
  • Able to promote the BA product and services via the appropriate channel, interpreting customer needs, identifying sales opportunities and actively using individual selling and customer service techniques to support, maximise and maintain BA revenue
  • A real passion for selling, alongside a keen interest for travel
  • Proven sales ability, having demonstrated success in target achievement
  • Ability to make decisions in order to solve problems in a fast paced environment
  • Excellent communication skills, both written and oral
  • Ability to build effective relationships with customers
  • Experience of working in a customer service environment, whether over the telephone or face to face
  • Ability to prioritise work and to work consistently in a pressurised environment to meet targets
  • Flexible and adaptable. Open to change and new ways of working
  • Resilient, proactive and self confident
  • IT literate. Ability to adapt to, and learn BA systems

Application Process

All applicants are required to submit their CV and answer the following questions. Please prepare your answers in advance, maximum 250 words each.
  • What do you think this role involves? What skills and qualities would you bring to this role?
  • When have you achieved a sale through delivering excellent customer service? (Please describe what you did, the situation, and the outcome)
  • Within this role, you will be persuading customers to buy flights, hotels and other travel products via email. Please write a 250-word summary, in which you promote your favourite holiday destination to encourage a customer to visit there themselves.

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