Evergreen - Silver Concierge Agent

The Silver Concierge Agent is an office-based role responsible for delivering exceptional post-sales service while proactively identifying opportunities to enhance the guest experience and support revenue growth. This role plays a key part in improving sales conversion, service quality, and booking retention through energetic, solution-oriented, and proactive engagement via phone and email.   

Beyond servicing, the Silver Concierge Agent is expected to confidently upsell relevant add-ons, demonstrate strong product knowledge, and cultivate positive, high-impact interactions that reflect passion for both guest experience and commercial outcomes. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Guest & Consultant Support 

• Serve as the first point of contact for Personal Consultants in the regions and Guests for all post-sales support via phone and email. 

• Manage booking inclusions and actively upsell Add-Ons (e.g., higher category suites, packages, experiences, etc). 

• Handle hotel/land arrangements, transfers and more. 

• Support guests with general queries, documentation, booking updates, and administrative needs. 

Sales & Revenue Support 

• Identify upselling and cross-selling opportunities in every interaction to enhance the guest journey and drive incremental revenue. 

• Use product knowledge and customer insights to recommend value-adding options confidently and professionally. 

• Contribute directly to retention by delivering timely, proactive solutions that reduce cancellations. 

Customer Experience & Issue Resolution 

• Maintain accurate customer records with a high level of diligence and detail. 

• Provide proactive follow-ups and anticipate guest needs to maximise satisfaction and loyalty. 

Team & Process Contribution 

• Participate in ad hoc tasks, initiatives, and continuous improvement projects. 

• Collaborate positively with team members to share best practices and drive team performance. 

• Uphold high standards of professionalism, energy, and engagement in all interactions. 

KNOWLEDGE, SKILLS & ATTRIBUTES: 

• Minimum 2 years’ experience in sales, customer service, sales support, or a similar travel-related role. 

• Demonstrated ability to upsell, influence, or drive commercial outcomes. 

• Excellent verbal and written communication skills with a confident, engaging style. 

• Highly proactive approach with strong ownership, initiative, and problem-solving skills. 

• Energetic, guest-centric, and passionate about delivering exceptional experiences. 

• Strong computer literacy (Excel, Word). 

• Diligent, organised, and process driven with high attention to detail. 

• Experience in the travel or cruise industry is highly preferred.