Concierge Specialist | Audley Careers Hello, world!

Concierge Specialist, Boston

Salary: Dependent on Experience

About us 
Audley Travel is an award-winning, consistently recognised tour operator that specialises in tailor-made travel in over 80 countries. Our clients come to us because we are the true experts of the region and use our knowledge to provide meaningful travel experiences. Our employees are passionate about travel and exploring other cultures. In 2021, we proudly celebrated serving our travel clients for 25 years. Take a look at our video below to get a real taste of who we are and what we love doing: 

https://www.youtube.com/watch?v=H-AhWeqsvds  

The role
As a Concierge Specialist you will be working as part of a team to engage with clients and educate on Audley’s brand to inspire clients to travel the Audley Way. In order to do this, you will need to quickly establish rapport, convey a passion for travel, and explain what makes Audley unique. With general knowledge of Audley product you will act as a gateway for clients who are new to Audley and determine if clients are suitable to travel with us and determine if they want to travel with us. Largely phone-based work but utilizing all written forms of communication you will nurture and qualify new enquiries with the goal of directing them to a Travel Sales Specialist or fostering the relationship further. 

Responsibilities: 

  • You will often be the first point of contact and provide the first experience of Audley Travel for clients 
  • Keep up to date with general product developments around the business, to tailor your conversations to inspire future clients to travel with us. In time you will have developed specific knowledge of each area in order to showcase to clients why we’re unique 
  • Demonstrate a total commitment to customer service. It is your goal to ensure all clients are impressed by Audley from the outset whether they choose to travel with us or not 
  • You need to enjoy and thrive in a fast paced, flexible and entrepreneurial environment 
  • Support may be given for Round The World (RTW) trips, if necessary  
  • Occasionally asked to support the Client Experience Team with initiatives, events, or other tasks, but not a part of daily support 

Experience and role requirements: 

  • Previous roles dealing with lead generation or call center experience working within a customer-facing environment 
  • Must enjoy telephone-based work as primary focus of the role 
  • Passion for travel (demonstrated through personal travel or industry experience)  
  • A committed and resilient individual and team player with a desire to work to the highest of standards 
  • Able to handle high volume of calls and work efficiently to meet daily and monthly goals 
  • Comfortable building rapport and determining client eligibility 
  • Adaptable to different styles of communication and client behaviors 
  • A cheerful and confident person with a high level of initiative who understands the importance of customer service 
  • Must be flexible and adaptable to new initiatives in the business and team as they develop. 
  • Excellent standard of oral and written English  
  • Can demonstrate an ability to meet deadlines 
  • MS Office skills along with strong computer and systems-based skills  
  • Strong planning and organisational skills 
  • Customer service and problem-solving skills 
  • High level of attention to detail 

Compensation and benefits 

  • Compensation will be commensurate with the experience level of the individual  
  • 20 days PTO, rising to 25 days with length of service (plus 9 Public Holidays) 
  • A day off for your birthday each year 
  • A day off for volunteering to support a charity, local support group, community work of your choice, or Audley’s Charity of the Year  
  • 100% Employer Paid Health Insurance 
  • Smart Working – This provides the opportunity for all of our employees to have more choice and flexibility when it comes to deciding where, when and how we work throughout the working week. 
  • Discounted Audley trips and access to staff travel discount websites 

We believe it's our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment.