Role purpose
To offer exceptional customer service whilst maximising all initial sales opportunities and all future online sales.
Key accountabilities
1. Deliver excellence in customer service
2. Follow the sales process in order to maximise sales and promote to all customers our online products range for all transactions- Travel Money card, Online Sales etc
3. Embrace the Digital mindset-SocialMedia- google reviews/facebook/Instagram.
4. Understand features and benefits of all Travelex product lines
5. Use every opportunity to upsell and cross-sell
6. Recognise the warning signs of questionable transactions and mitigate possible effects of the sale
7. Adhere to promotional marketing offers
8. Manage till stocks
9. Achieve individual KPIs / targets
10. Fully investigate overs and shorts (differences) and report
11. Adhere to company and location policy and procedures, including Audit, Risk, Health & Safety, Security and customer service requirements
12. Ensure compliance to legal and corporate requirements
13. Maintain high standards of housekeeping and presentation of stores
14. Contribute to the success of the team
15. Complete training within required timelines
16. Any other reasonable instructions as required by the business
Role-specific experience and skills
17. Retail, cash handling and/or banking experience
18. Excellent customer service skills
19. Excellent numerical ability
20. Excellent knowledge of product, services and procedures
21. Demonstrated experience working with computer systems
22. Ability to work independently as well as in a team environment
23. Ability to handle routine activities with attention to accuracy and detail
24. Flexibility to work different shifts and locations as required
25. English language skills
General experience and personal qualities
26. Self-aware, open-minded with a high degree of personal and professional integrity
27. Demonstrated a will to win and a positive attitude.
28. The ability to build and manage relationships, developing trust and credibility with customers, partners, peers, teams, internal and external stakeholders
29. A strong record of performance delivery in their area of expertise, through increased sales and/or performance against KPIs
30. The ability to analyse issues and solve problems. Able to overcome customer objections to close the sale.
31. Drive customer focus in everything we do to gain and retain high quality customers for the long-term success of Travelex