To provide exceptional, personalised cruise booking experiences for customers with mobility challenges. This role involves understanding and addressing specific needs, ensuring a seamless booking process and holiday, whilst delivering outstanding customer service throughout their journey.
Key Responsibilities:
1. Expert Consultation: Providing in-depth knowledge and guidance on accessible cruise options, cabins, shore excursions, and onboard facilities.
2. Personalised Service: Tailoring cruise experiences to individual needs, coordinating special requests, and facilitating smooth embarkation and disembarkation processes.
3. Proactive Problem-Solving: Identifying and resolving potential challenges, ensuring a stress-free and enjoyable cruise.
4. Sales and Revenue Generation: Maximising sales opportunities while maintaining a customer-centric approach.
5. Continuous Improvement: Staying updated on industry trends, accessibility standards, and best practices to enhance the overall customer experience.
Skills and Experience:
1. Strong verbal, written, and listening skills.
2. Previous travel sales experience or within a call centre is desirable.
3. Effective persuasiveness, influence and negotiation skills.
4. Entrepreneurial and a Team player.
5. Ability to effectively handle multiple tasks in a fast-paced environment.
6. Good planning and organisation skills.
7. Passionate about your customers and target driven.
8. Fluent in English (written skills).
9. Experience in Zendesk (desirable).
10. Previous experience in an outbound role is desirable.
11. Strong organisational skills are essential.
12. Good understanding of all cruise lines special assistance policies and how to book them.
Behavioral Role Fit:
1. Empathy and Compassion: The ability to understand and respond to the needs and concerns of customers with mobility challenges.
2. Attention to Detail: Meticulous attention to detail to ensure all aspects of the booking process are handled accurately and efficiently.
3. Problem-Solving Skills: The ability to think critically and creatively to find solutions to complex problems and challenges.
4. Strong Communication Skills: Effective communication skills, both verbal and written, to interact with customers and colleagues.
5. Adaptability: The ability to adapt to changing circumstances and unexpected situations.
6. Patience and Resilience: The ability to remain calm and patient under pressure, especially when dealing with difficult situations or challenging customers.
7. Teamwork: The ability to work collaboratively with colleagues to achieve shared goals.
8. Positive Attitude: A positive and can-do attitude to inspire confidence and trust in customers.
Role Key Performance Indicators:
1. CSAT
2. NPS
3. Margin per booking
4. Conversion
5. Error-free work %
6. QA score
#J-18808-Ljbffr