Online Sales Agent (6-month fixed term contract)

We are looking for an Online Sales Agent on a 6 months contract to join our E-Conciergerie Department at our Head Office based in Mapou.

Overview of the role:

As an Online Sales Agent, your primary objective is to engage with potential guests offline (through phone calls  and direct emails), providing detailed information and assistance with inquiries, concerns, and requests related to our hotels and services. Your focus is on facilitating direct bookings by delivering a customized and memorable holiday planning experience.

Main Responsibilities:

• Engage in comprehensive training to master our services, applying this knowledge to enhance guest interactions effectively.
• Address and resolve client inquiries, both for in-house and external activities, proactively identifying opportunities to increase revenue.
• Provide tailored support via phone, email, and live chat, understanding and responding to individual holiday needs.
• Follow up consistently on communications such as quotes to maintain engagement with potential guests.
• Recommend and upsell optimal room categories and additional services to elevate the guest experience and generate higher revenue.
• Ensure prompt and accurate responses to guest inquiries, maintaining availability after hours and on weekends when necessary.
• Maintain thorough and up-to-date records of customer transactions and interactions, alongside detailed pricing and services information.
• Utilize Salesforce for accurate management of guest data and to address complex service issues by directing them to the appropriate resources.
• Conduct administrative duties efficiently using designated tools and provide regular performance feedback to senior management.
• Stay informed about all current and upcoming promotional activities and sports or tourism opportunities to enhance guest recommendations.

Candidate's Profile:

• Higher School Certificate or equivalent
• Certification in Sales or a related field is highly preferred
• Minimum of 2 years of experience in reservations or digital sales, with proven success in tele-sales or email marketing
• Excellent communication and negotiation skills
• Fluent in French and English, both written and spoken
• Strong knowledge of OTA | TO | DMC platforms (e.g., Booking.com, Expedia, MariDeal)
• Proficiency in Microsoft Office (Outlook/Excel/Word) and reservation systems
• Highly organized, detail-oriented, and able to manage tasks effectively under pressure