JOB SUMMARY
Responsible for making & servicing cruise bookings, with related air & land elements and resolving queries; ensuring that all telephone and email enquiries are dealt with in a timely & professional manner to the high standard as demanded by the luxury client.
Through proactive servicing, this role provides all rounded exceptional customer service to Trade Partners & Direct guests from all Markets as required with a primary focus being EMEA.
Support Trade sales and marketing teams as needed.
DUTIES & RESPONSIBILITIES
* Responsible for selling and processing cruise bookings in NVS. Receive and respond to inbound calls, identifying customer requirements and matching the appropriate cruise with additional services.
* Answer incoming calls & Emails promptly, professionally & courteously, in line with standards and KPI's set .
* Ensure Customer Service is always delivered within agreed service standards.
* Provide each enquirer with all up to date and accurate information, including but not limited to: Current promotional offers; Information on when payments (deposit & finals) are due.
* Look for upsell and cross selling opportunities to Maximizing revenue potential for each booking.
* Accountable for achieving set KPI's including, AHT, ASA and sales conversion through passengers booked.
* To service and administer bookings
* Maintain product and brand knowledge to aid the close of a sale and Share knowledge of the product to increase revenue and improve guest experience.
* Ensure full booking & Administration process is adhered to.
* You will build and maintain relationships with all Trade Partners and Direct Guests
* Maintain and enhance knowledge through training and self-learning.
* Feedback campaign success and customer feedback to your Team Leader Accountable for identifying market and sales trends and feeding back to your Team Leader suggesting new initiatives to secure more sales.
* Maintain shared email inbox and reply to incoming emails in a timely manner.
* Follow-up daily on options / WL and outstanding issues, with the goal of converting to confirmed bookings
* Processing of special requests
* Assist Marketing with brochure and advertisement proofing.
* Build rapport and be proactive within the call to prevent any need for a second call.
* Assist with special projects as assigned.
* Participate, and assist where required in consumer events, exhibitions and ship visits.
* Consistently maintain high levels of professionalism that reflects a positive image of the product and the brand.
* To complete any necessary administration duties accurately and timely
* To maintain departmental standards of dress/office tidiness/time keeping and attendance
* To comply with all relevant legal regulations such as GDPR to ensure customer confidentiality and contact requests are adhered to.
* Other responsibilities as assigned by Management.
QUALIFICATIONS
DEGREE TYPE:
High School Diploma
EXPERIENCE:
* 1-3 Years Travel background, an understanding of the cruise industry
* Call Centre, Travel Agency or Tour Operator experience
* Reservations, Customer Service & Sales experience
COMPETENCIES/SKILLS:
* Computer literate: proficiency with Microsoft office suite
* Reservations System, Airline GDS, Sabre an advantage but not essential
* Salesforce knowledge, an advantage but not essential
* Strong Travel industry and general geographical knowledge
* Excellent Organizational and problem-solving skills with attention to detail
* Ability to multi-task in a fast-paced environment with Excellent Time management skills
* Excellent administration skills with the ability to complete work in a timely manner with accuracy and attention to detail.
* Strong verbal & written communication skills with a professional telephone manner
* Ability to work well as part of a team.
* Strong customer focus, both internally and externally.
* Ability to perform under pressure.
* Ability to function in a fast paced, results oriented environment with a high degree of flexibility whilst demonstrating a sense of urgency.
* Excellent time management skills with a strong drive to deliver.
* Demonstrates resilience and flexibility to business needs.
* A confident, outgoing and flexible individual with a positive attitude and enthusiastic approach, showing passion, interest and commitment.
* Honest; consistent; positive & enthusiastic approach
* Flexibility to work additional hours outside of our regular business hours when required, including traveling and weekends and evenings.
* Must always project a professional appearance as it may be necessary to meet with guest face to face.
CERTIFICATIONS/LICENSES
* Educated to GCSE level or equivalent (desirable)
* Recognized qualification in Travel & Tourism (desirable)
* Second language (ideally French, German, Spanish) not mandatory but advantageous