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 first 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.

 

QUALIFICATIONS, 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.