Agent, Outbound Sales

POSITION SUMMARY:

The Agent, Outbound Sales, will be responsible for contacting current and potential customers to visit City of Dreams Mediterranean by offering a variety of marketing offers and complimentary. This position is responsible for achieving revenue targets through Key Performance Indicators set forth by the Manager, Outbound Sales. Reporting directly to the Manager, Outbound Sales, the Agent will perform sales calls to promote the Company’s offerings and securing bookings through outbound sales efforts.

PRIMARY RESPONSIBILITIES:

• Conduct outbound sales calls to prospective customers to promote the various amenities and services offered by the Casino Resort.
• Work towards achieving individual and team sales targets (KPIs) set by the Manager, Outbound Sales.
• Manage and process complimentary stay offers from various promotional campaigns, ensuring accurate handling and timely communication with the customers.
• Responsible for meeting targets and service goals.
• Proactively approaches and qualifies new business and repeat visitation through phone calls, emails, or other means.
• Must be able to follow scripts and respond to objections in a natural and persuasive manner.
• Respond to incoming business opportunities in a timely manner as set by the Manager.
• Answer telephone calls from potential customers who have shown interest via lead generation projects.
• Effectively communicate customer’s needs and challenges to Supervisor to ensure appropriate services are being offered and challenges are overcome.
• Effectively develop relationships to strengthen and expand customer base. Utilize persuasive communication skills to effectively convey the value proposition and benefits of choosing the COD.
• Establish client rapport, entertains qualified potential clients in accordance with the SOPs.
• Ensures the provision of professional and timely service to the customers, while maintaining a current knowledge of the City of Dreams Mediterranean (COD), C2Casinos,facilities and promotions.
• Ensures all duties are performed in strict compliance with relevant policies and procedures set by the Cyprus Gaming Commission and Casino Marketing Department operating procedures
• Adhere to strict confidentiality protocols to safeguard the customers’ data and information from unauthorized access or disclosure.
• Implements Management decisions and helps to identify cost efficiencies on a day-to-day basis and ensures the operation runs effectively and efficiently in accordance with established service standards.
• Ensures that constructive and productive working relationships as well as the timely and accurate dissemination of information is maintained with all other departments of COD Mediterranean and C2 Casinos.
• Performs ad hoc tasks as required by the Manager.
• From time to time, management may change certain tasks based on synergies due to business requirements and operational changes.
• Ability to work shift hours, weekends, and national bank holidays

KEY PERFORMANCE INDICATORS

• Volume of calls made, reflecting their activity level
• Customer retention rate
• Revenue generated
• Time management

QUALIFICATIONS:

Education

• College degree or Diploma in Marketing, Hospitality, Business Administration or other similar field.

Experience

• Experience in outbound sales, call centre, customer support, hospitality, forex, or any other industry will be considered an advantage.

Skills / Competencies

• Ability to speak and write both Greek and English fluently. Any other language such us: Hebrew, Arabic, Russian will be considered an advantage.
• Possesses computer skills such as Excel, Word, PowerPoint, Outlook, etc.

PERSONAL COMPETENCIES:

• Displays a high level of Customer Service
• Excellent communication skills, both verbal and written, with the ability to engage customers and bu rapport over the phone
• Excellent Prospecting skills and telephone selling skills
• Achieves agreed objectives and accepts accountability for results
• Displays a high commitment to delivering results
• Leads others to achieve business objectives
• Displays the highest level of integrity
• Ability to maintain discretion
• Self-motivated
• Approachable