A bit about the role:
Please note: This is a telesales role, with KPI’s and STI incentives, not account management.
As a passionate, experienced travel consultant, you will be at the forefront of customer interactions, bringing our incredible expedition cruise experiences to life and bringing customers closer to their trips of a lifetime.
You will embark on a 9-week orientation program to learn about our incredible guest experience, that changes the way they see the world whilst also experiencing our product first hand as part of our familiarisation trip programme. We take curious travellers to incredible destinations, sustainably and in true expedition-style. We bring them off the beaten track, to remote landing sites across the Arctic, Antarctic, and Galapagos, and truly engage with and sustain remote communities.
You are a passionate, experienced travel consultant that will delight our guests by offering an unforgettable experience from their very first call. You will be responsible for providing exceptional levels of service, to both our B2B and B2C customers, seeking an unforgettable life-changing experience, converting, and retaining them throughout their guest lifecycle.
Key Responsibilities:
* Maintain regular contact with customers/guests and suppliers throughout to ensure total satisfaction, on both inbound and outbound calls and emails.
* Utilize effective sales consulting techniques to understand customer needs, effectively converting them to guests via inbound or outbound contact to reach and exceed sales targets.
* Continuously monitor and communicate guest feedback, proactively improve processes and documentation in collaboration with global colleagues, and resolve any client complaints quickly and efficiently.
* Offer expert advice and personal recommendations on enhancements to guest experience, including suite experiences, upgrade packages, excursions, or pre- and post-trips.
* Document all customer information into the customer relationship & management (CRM) and booking systems, according to standard operating procedures.
About you:
* You are a passionate explorer, with an unquenchable enthusiasm for travel and delivering unforgettable experiences to travellers.
* English and German language skills at a minimum business C1 level.
* An experienced travel consultant professional with proven customer service experience in a sales environment and/or travel/cruise industry along with experience of working with KPI’s and towards sales targets.
* Good numeracy skills to understand budget constraints, company policies, and cost drivers.
* Learning agility to adapt to changes, continuously update knowledge of experiences, products, and services, and seek feedback on interactions and performance.
* Ability to thrive under pressure and maintain professional composure with challenging customers.
* Drive and energy to reach and exceed specified sales goals.
* High customer-centric belief and proven collaborative interpersonal skills to work effectively in a team-based environment.
* “Can do” solution mindset with the ability to multi-task.
* Demonstrated knowledge of Microsoft Office applications, CRM software, and experience with travel reservations systems is a plus.
* Passionate about customer care, willing to be available for crisis training and on-call support if required.
* Passionate advocate of our HX Spirit and values.
Points to note:
* 40 hours a week, including weekend work on a shift pattern to cover our opening hours, 8am-7pm Monday – Friday, 8am-6pm Saturday and 9am-5pm Sunday.
* You will be invited to familiarisation trips onboard our incredible Expedition Cruise ships to truly understand our proposition and effectively sell it.
Network collaboration:
Trade and Direct Sales Teams, Revenue, Loading, Production, Travel Operations, Integrated Services, Work Force Management, Learning & Development, Quality & Analytics, Community Management.
Performance Indicators:
Net Sales Conversion, Quality Score on evaluations, Adherence to Schedule.
#J-18808-Ljbffr