POSITION SUMMARY: Office-based role supporting Direct Cruise Consultants in managing guest bookings post-sale, key objectives will be improving service quality and booking retention through pro-active phone and e-mail contact.
ESSENTIAL DUTIES AND RESPONSIBILITIES: -Liaise (phone and e-mail) with Cruise Consultants and guests, as *** point of contact for post-sale services such as: - Air bookings and service - Hotel/Land/Transfer requests - Visa information - General administration (documents, guest information, booking updates etc.). - General guest queries.
-Manage customer data in CRM. -Facilitate post-cruise guest relations issues, and other escalations. -Assist in last-minute guest communications (phone and e-mail). -Ad hoc tasks and projects as required.
KNOWLEDGE AND SKILLS: -Have at least 2 years' experience in a similar customer service, sales administration or sales support role. -A high level of computer literacy – Excel, Word etc. -Motivated, can-do team player. -Strong communication skills, verbal and written. -Diligent and process driven, with high attention to detail. -Existing experience in travel industry highly valued.