Cruise Concierge

Job Description

We are currently looking for a Cruise Concierge to join the UK division largest and the UKs fastest growing cruise retail brand and the home of the award winning Cruise Concierge Service , Europes largest seller of ultra-luxury cruises and the UKs fastestgrowing seller of river cruises.Through an outstanding commitment to workplace engagement, has obtained a 3 Star World Class accreditation, Best Companies 2020listed in the Top 100 Best Companies to Work For in The Sunday Times Top 100 Companies to work for 2020.Purpose of the role:Do you have a passion for booking cruise holidays and providing excellent customer service Do you want to join a new and exciting projectThe role requires an individual who excels in customer service with in depth knowledge of all cruise lines and technology. Were looking for someone who is highly motivated, have a strong ability to multi-task and keen to progress and grow with us.Role and Responsibilities:

1. Deliver unique customer service through the following:

• Passion: ability to bring vigour, energy and excitement to all of our customer interactions
• Reliability: demonstrate competence and capability to ensure customers needs are met promptly and accurately
• Empathy: fully understand the needs of each customer, through listening and building rapport
• Genuine: be straight talking, ensuring our customers know everything they need to know, whilst keeping it in simple terms
• Proactive: take the workload off our customers shoulders and let them focus on enjoying the cruise

1. Constantly build cruise knowledge base, taking responsibility for self-development through on-going training, development and research
2. Manage portfolio of customers through:

• Acquisition of new customers
• Retention of existing customers
• Maintenance and updating of customer data and records

1. Live up to the Company Values, bringing them to life in everything that you do on a day-by-day basis
2. Deliver on agreed customer and sales targets (see KPIs)
3. Contribute with enthusiasm to the on-going development of the business, working individually and collectively to achieve mutual success for our customers, people and our partners
4. Any other reasonable requested task within skill set

Deliver Exceptional as Standard Customer Service through solving customer issues when dealing with After Sales calls.Skills and Experience:

• Motivation and ability to deliver outstanding and unique customer experiences
• Proven track record of excellent customer service skills and background preferred
• Experience of working in a target driven environment preferred
• Minimum of 12 months call centre, shop or home-working sales experience, ideally in a travel environment preferred but not essential
• Demonstrate ability to develop effective working relationships with members of the team
• Display initiative and think creatively of new ways to generate customer leads
• Take ownership of own personal development to build on product knowledge e.g. - understanding the current marketing campaigns to maximise customer sales opportunities
• Excellent communication skills, both written and verbal - our customers need to respect our people
• Passionate about cruises and dedicated to providing customers with the very best in 1 to 1 personal service
• Experience using cruise line booking engines an advantage (not essential)
• Tenacity and perseverance in order to maximise lead management effectiveness

Hours: 40 per weekHolidays: 20 days per annum plus Bank Holidays