Cruise Sales Specialist

Role Summary

The role of the Cruise Sales & Service specialist is to help customers with planning and booking Cruise holidays.

This Role will focus on delivering exceptional service from end to end, from initial enquiry, booking stage, after sales, operations through to customers return and huge deliverance on customer retention.

Key Responsibilities

• Understand the customers needs to match perfect Cruise holiday and have the knowledge to recommend the right product
• Achieve all monthly Sales key KPI's, including conversion, PPB, profit targets
• Take customer through end to end booking checklist to execute everything from providing them with confirmations, tickets, balance collection to online check in and enhance holiday by adding “ extra bits” such as , travel insurance,  excursions & car parking
• Provide a “personal touch “by keeping in touch with your all your individual clients, from pre calls check they receive tickets, welcome home calls, and proactively contact with new offers to suit them
• Achieve customer service reviews & KPI’s
• You will also be proactive in sourcing cruise product to support marketing campaigns
• You will also be responsible for cruise operations, including cancellations, customer complaints, in resort issues
• Have the ability to be interactive with media channels including social media, web chat and video communications

Skills, Knowledge and Qualifications Required

• High awareness of cruise campaigns, with substantial knowledge of the cruise industry and products and what sells effectively
• A passion for cruise with a minimum of 2 years recent experience of travel sales, ideally in a cruise environment
• Demonstrable record of achieving KPI’s, with the ability to sell confidently and turn enquiries into sales
• Exceptional customer services skills with experience of working in a customer focused environment
• Excellent telephone manner and listening skills with the ability to anticipate customers’ needs
• Ability to source and recognise cruise deals
• Excellent communication skills and the ability to sell the benefits of cruise over the telephone
• Excellent attention to detail
• Ability to use Microsoft packages – e.g. PowerPoint, Word and Outlook
• Ideally to be able to demonstrate completion of online cruise training programmes
• A genuine desire to achieve results, both personally and as part of a successful team

General

• To undertake any other duties that may fall into the job criteria
• To follow all company policies and procedures
• To ensure the Company values are demonstrated at all times
• To treat all employees, customer and suppliers with dignity and respect

This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved