Cruise Concierge / Telesales Agent

CRUISE CONCIERGE / TELESALES AGENT

Our client who have their Head Office in Chorley, are a well-established cruise retailer who are committed in providing a professional and outstanding quality of service. They are a member of ABTA and deal with a large number of well-known and respected cruise lines.

They are now looking to recruit a further Cruise Concierge / Telesales Agent to join their team. This position could be based at Head Office or be Home Based if relevant criteria met regarding cruise industry experience.

Their Cruise Concierges are highly trained to assist their customers with all aspects of cruise holidays and deliver the very best personalised service – from initial enquiry through to finalisation of each booking.

MAIN RESPONSIBILITIES
As a Cruise Concierge you will be expected to deliver a unique customer service with a passion to bring vigour, energy and excitement to all of your customers’ interactions.

Reporting to the Sales Team Manager:

• You must be able to fully understand the needs of each customer, though listening and building a genuine rapport, being able to talk in a straight manner using simple terms so that the customer is clear on all aspects of their booking and able to focus on enjoying their cruise.

• You will be able to deliver exceptional customer service when dealing with aftersales calls and any customer issues that may arise.

• You must be able to demonstrate competence and capability to ensure customers’ needs are met promptly and accurately and be able to deliver on agreed customer and sales targets (KPIs).

• You must be able to manage a portfolio of customers through:
– The acquisition of new customers
– The retention of existing customers
– Maintenance and updating of customer data and records.

• You must be able to live up to the company’s brand values – bringing them to life in everything that you do on a day by day basis and contributing to the on-going development of the business, working as an individual and as part of the overall team to achieve mutual success for their customers, people and partners.

CANDIDATE REQUIREMENTS
Applicants must have:
• Good motivational skills and the ability to deliver outstanding and unique customer experiences
• Excellent communication skills, both written and verbal and be passionate about providing excellent customer service
• A proven track record of excellent customer service skills
• A background in the sales / customer services of cruise holidays would be preferred
• Experience of working in a target orientated environment
• A minimum of 12 months experience within a call centre, shop or homeworking sales – ideally within a travel environment
• The ability to work effectively on your own or as part of a team
• The ability to show initiative to creatively think of new ways of generating new customer leads
• Be able to take ownership of your own personal development – to improve your skills and understanding of marketing campaigns etc to maximise customer sales opportunities
• Experience of using cruise line booking engines would be an added advantage.

HOURS OF WORK
40 hours per week – being able to work within a fully flexible roster pattern between 8.45am – 8.00pm – Weekend working is included within the roster pattern.

RATE OF PAY
rate is £15,600 – £25,200 + bonus depending on skills and experience.
Realistic On Target Earnings of £18K-£22K within the 1st year is achievable.
Added benefits include educational trips and discounted travel, £250 attendance bonus paid at Christmas for 100% attendance throughout the year.

TO APPLY PLEASE EMAIL YOUR UP TO DATE CV

CONSIDERATION WILL ONLY BE GIVEN TO CANDIDATES WITH THE RELEVANT SKILLS AND EXPERIENCE