He whakamārama mo te tūranga mahi | About the role:
The Travel Centre team plays a key role in driving Great Journeys revenue growth, increasing the conversion of our unique rail tours, events and packages business by effectively managing global customer enquiries and turning sales opportunities into confirmed bookings through a structured sales funnel and pipeline.
The Senior Travel Centre Specialist is a hands-on, results driven role responsible for leading the team to improve the conversion of B2C and B2B tours, events and packages enquiries, supporting consistent follow-up and helping customers move successfully through the sales process.
The role will assist the team and manage a broad range of customer enquiries, bookings, amendments and refunds, with a strong focus on growth by understanding customer needs, providing accurate and timely information, and increasing the proportion of enquiries that result in converted bookings.
As a senior specialist, the role will support the Travel Centre Manager by providing day-to-day performance insights, sharing product and systems knowledge, coaching colleagues and helping lift booking, customer service and conversion capability across the team. The role will also support the development of clearer performance reporting, including enquiry volumes, conversion rates, outbound activity and overall booking performance.
As a Travel Centre subject matter expert, the role will also provide customer, product and process insights to the wider passenger team as required. This would most frequently involve the Tour Operations and Marketing teams. The role will support our Customer Contact Centre and station activity when required, including check-in, customer disruptions which could include work outside of normal office hours.
For further details and to view the position description please go to: https://careers.kiwirail.co.nz/job-invite/13813/
