Job Description

Italian Speaking Reservations Agent

The Reservations Agents will assist customers primarily over the phone, addressing queries related to the services offered by the business.

Main Duties and Responsibilities:

• Handle incoming calls from the market, converting the maximum number of calls and inquiries into sales.
• Achieve performance targets (sales, call-handling, and quality) as defined by the Market Manager and Team Leaders.
• Provide feedback to Team Leaders regarding customer insights to enhance service quality and customer experience.
• Manage all on-request reservations and offer effective support to customers.
• Work collaboratively within a team by motivating and supporting colleagues while remaining aware of and responsive to their needs.
• Assist other markets by handling cross-market calls to ensure as many calls as possible are converted into sales.
• Handle customer complaints professionally while ensuring resolution.
• Perform ad-hoc tasks as assigned by the Team Leader.

Requirements:

• Technical skills : Proficient in Microsoft Office programs, such as Excel and Word.
• Languages : Fluency in Italian (C2) and English (C1).
• Experience : Sales or customer service skills from prior job roles.
• Communication : Excellent spoken and written communication skills in the required languages.
• Work Pace : Ability to work in a fast-paced environment.
• Teamwork : Strong team player with relationship-building skills.
• Typing : Capability to type at least 25 WPM.

Working Schedule and Salary Package:

Salary Progression (hourly rates):

• 1st Month (Training & Practice): EUR 5.60 per hour
• 2nd Month Onwards : EUR 7.61 per hour (including COLA 2023)
• 7th Month Onwards : EUR 7.87 per hour (including COLA 2023)
• Further Progression (after 6 months and based on performance): EUR 8.34 per hour (including COLA 2023)

Language Allowance:

• Italian: EUR 1,020 annually, paid in monthly installments.

Performance Bonus:

• Up to EUR 2,500 yearly, based on KPI targets (eligible after 6 months).

Contract Type:

• Indefinite

Working Hours:

• Operating hours: Monday to Sunday, 07:0019:00.
• Shifts may vary between 4 to 12 hours.

Benefits:

• Full training provided.
• Basic health insurance after 6 months of employment.
• Career progression opportunities.
• Mobile schemes.
• Gym packages.
• Relocation support discussed during interviews.
• In-house canteen offering affordable healthy food.
• Monthly events.
• Free on-site parking.
• Staff discounts in over 50 local businesses.

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