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.