Cruise Concierge: Sales & Customer Support

Cruise Concierge: Sales & Customer Support
Home-based (fully remote)
Full time
Hiring via Hubstaff
Expected start date: End of January 2024.

Job Overview:

We are looking for enthusiastic, motivated and responsible cruise concierges’ to join our world-class support & sales team. You will be responsible for providing outstanding customer service over the phone and chat, closing sales and maintaining excellent customer relationships.
An effective cruise concierge must be an excellent communicator and have superior people skills.
They’re patient, empathetic, and passionately communicative. They love to talk. Cruise concierges can put themselves in their customers’ shoes and advocate for customers by negotiating with suppliers when necessary. Problem-solving also comes naturally to cruise concierges. They must be comfortable presenting products or services over the phone as well as dealing with complaints and doubts. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The goal is to help the company grow by providing WOW service that turns into stellar reviews and awards and word of mouth referrals; to help the company grow by retaining existing and bringing in new customers.

About the company:

CruiseDirect is a leading online cruise travel company dedicated to providing customers with better deals than any other cruise website and access to great deals on cruise vacations.

Since 2001, we’ve helped our customers find the perfect cruise packages and book dream cruise vacations for less. We are a cruise finder and booking website committed to helping travelers research all the cruise travel options to find a cruise that fits perfectly.

Responsibilities:

Work with potential or existing customers via inbound and outbound calls and chats to inform them about a product or service using scripts
Answer questions about products or the company
Manage large amounts of incoming calls
Ask questions to understand customer requirements and close sales
Making outbound calls to add insurance, shore excursions, flights and hotels
Making outbound calls to let guests know about new promotions
Enter and update customer information in the database
Take and process orders in an accurate manner
Handle grievances to preserve the company’s reputation
Go the “extra mile” to meet customers’ needs
Keep records of calls and sales and note useful information using our CRM and Sales System
Alerting supervisor or manager if systems are not working properly
Strictly follow company procedures (e.g reporting any errors by using the error report form, filling out the cancellation form when processing cancellations, making changes and applying payments correctly in all systems, etc.)
Follow communication procedures, guidelines and policies
Follow relevant communication “scripts” when handling different topics
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Cooperate with clients to determine their needs and advise them appropriate destination, modes of transportations, travel dates, costs and accommodations
Deal with occurring travel problems, complaints or refunds
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents using our CRM and Sales System
Send text alerts when necessary
Notify customer of itinerary changes
Responding to Facebook direct messages
Submitted check request for customer refunds to Supervisor
Filling out the cancelation form when processing cancelations after trying to move the customer into a new sailing date
Handling failed payments
Contacting customers for final payments
Updating bookings and customer profiles

Requirements:

Sales Experience / Call center sales – minimum 1 year
Cruise Line (online support or on board) experience – gives you a significant advantage in hiring process
Track record of over-achieving quota and/or proven track record of successfully meeting sales quota over the phone
Proven customer support experience, experience as a client service representative and/or telesales representative – minimum 1 year.
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Good knowledge of CRM (e.g. Zendesk, Hubspot, Salesforce, etc), relevant computer programs and telephone systems (e.g. LiveChat, Intercom, LiveAgent, etc.)
Ability to learn about products and services and describe/explain them to prospects
Excellent communication, interpersonal skills and presentation skills
Cool-tempered, stress-resistant and able to turn around difficult situation
Outstanding negotiation skills with the ability to resolve issues and address complaints
Ability to multitask, prioritize, and manage time effectively
Prior Travel Industry Experience is a plus
Odysseus software knowledge is a plus
Fluent English with minimal accents required
High school degree

Technical Requirements:

Secure and quiet home office, away from domestic and street noise
Desktop or laptop
Intel Core i5 / AMD Ryzen 5 processor
1 Ghz – 2 Ghz processor
Windows OS
Minimum 4 GB of RAM (8 GB recommended)
A professional headset is crucial for the highest quality calls. Bluetooth headsets and earphones are not allowed. You need to have a professional quality headset. We recommend Jabra Evolve 40 Stereo
Google Chrome
Sound Card, Speakers
Min 15” Monitor, preferably 2
A quality virus and spyware protection and activated firewall
Broadband internet connection (DSL or cable). 1 Mbps per person sharing the connection. Note: Satellite, Dial-Up or wireless is not allowed. You will be required to test the connection (Click to view/en/articles/2145441-how-to-test-the-quality-of-your-internet-connection)
Backup generator in case or power outage

Benefits:

Hourly-based salary: you will never work unpaid extra hours with the job tracker
Salary $960 USD / month (full time 40 hrs/weekly) – $6 USD per hour
Work from home
Incentives and commissions
Discounted cruise vacation