Agent Sales Administrator – US Market

Lead Statement: Asilia Africa, a leading safari operator in East Africa is looking for a stand out Agent Sales Administrator based in Boston, MA.

Job Summary: Asilia Africa is expanding and needs a quality individual to join North American Agent Relationship Team.  To be successful in this job providing outstanding customer service and converting all live chat enquiries to potential leads will be your priority. You must be an excellent communicator across multiple platforms (live chat, email, phone) and you will be a skilled multi-tasker and problem solver. Additionally, you must have 2+ years of travel industry experience and familiarization with travel sales/reservations systems such as Res Request and WETU. A good knowledge of East Africa is preferred but not required.

Scope of daily responsibilities:

Live chat function

  • Be available for potential clients to chat via Asilia Africa website in real time
  • Service all potential guest enquiries and where possible convert to sales leads
  • Qualify potential leads and distribute to established channels

Web Lead distribution

  • Monitor incoming enquiries from potential guests through Asilia Africa website
  • Qualify leads and distribute to relevant channel
  • Follow up with each enquiry where necessary

New Agent Contact

  • First point of contact for new US agents interested in learning more about Asilia Africa
  • Provide initial administrative support associated with new agent set up
  • Provide training to new agents on Asilia Africa’s digital sales resources
  • Ensure new/potential agents receive proactive response to requests including suggestions on itinerary design, routing, logistics, alternatives, upselling and offering additional information as needed
  • Ongoing proactive contact to maintain momentum and identify additional training or support needs

Project-based administration

  • Research, analysis and organization of information on project basis – topics ranging from Asilia service offerings to create cheat sheets for agent partners to preparing for sales meetings and tradeshow events
  • Other general administration duties to support the North America Agent Relationship Manager as required

Skills & Experience Required

  • Energetic and eager to learn
  • Previous sales experience
  • Previous customer service experience
  • Ability to find commercial solutions to problems
  • Excellent time management skills
  • Excellent communication skills both externally and internally
  • Strong administration and organizational skills with great attention to detail
  • The ability to work well under pressure
  • Proactive mindset and can-do attitude
  • Experience in handling difficult situations (e.g. complaints, last minute requests)
  • Ability to work independently as well as within a broader team setup
  • Proactive approach to tasks, seeking and suggesting efficiencies or creative solutions

Required work practices

  • Across all interactions, promote the image of the sales team as a best in class externally with our clients and internally with our key stakeholders
  • The ability to communicate effectively and smoothly with other teams in other international offices on a regular basis (East Africa, South Africa, London) to collaborate on projects
  • A desire to learn and grow, engaging with what Asilia and other East Africa suppliers are doing to gain an increasing understanding of the market and our place in it over time
  • As a key point of contact and the face of Asilia, upholding and contributing to the reputation of the company as a leading safari operator
  • The Asilia values are company values that play an important role in how we define ourselves and set ourselves apart. We place high value on living these values in every day work practices.
  • When staff events happen within working hours it will be compulsory to attend
  • Attend all Training & Development programs as required

Conditions and hours of work

  • You will be required to work from Monday – Friday and ideally will live within commuting distance of central Boston. Some home working may also be required.
  • You are required to work 9 hours per day including an hour lunch break
  • At times you will be required to start your day at 8am to join calls with other teams in Africa due to time difference
  • Overtime may be required during peak periods, for which you may be compensated with time off in lieu
  • You will be required to travel for work from time to time

To apply, please send CV and covering letter to Donna - donna@asiliaafrica.com

Closing date June 2019