Trade Reservations Consultant - Crystal Cruises

Job Summary

Crystal Cruises is seeking highly motivated and experienced candidates to join our Inbound Sales Team. You will join a high-performance team generating revenue by closing cruise sales from inbound calls and capitalizing on all Marketing initiatives. Inbound Sales will primarily work with Travel Partners.

Essential Job Duties

• Meet or exceed established sales goals and conversion standards selling cruises to various destinations along with optional programs such as air, land, hotel & insurance.
• Service incoming phone calls in a professional, courteous, and efficient manner
• Consistently demonstrate a friendly and patient attitude through proper phone etiquette and positive voice inflection while maintaining quick call handling standards.
• Ensure booking details are complete and accurate in accordance with department guidelines; properly notating all bookings ensuring 100% precision on every call.
• Ensure calls are answered quickly and efficiently with an abandonment rate less than 5%
• Maximize conversions by completing all profile information in OneIS if a booking is not made for the agent to follow up.
• Provide information to callers about Crystal Cruises ships, destinations, itineraries, and policies.
• Monitor the Mailbox to ensure guest confirmations are successfully transmitted; resolve any problems.
• Review and distribute incoming department emails to the appropriate agent.
• Research and respond to travel agent requests by phone or email.
• Assist callers in resolving minor problems pertaining to new and existing bookings.
• Adhere to assigned schedule.
• Other business-related duties as instructed by the Consumer Sales Supervisor.
• Efficiently handling telephone inquiries from direct guests, following up with guests when needed.
• Providing superior customer service and product knowledge to all Crystal Cruises’ guests.
• Effectively employing sales techniques, customer service, and product knowledge expertise to increase sales revenue and provide complete customer satisfaction.
• Maintaining relationships with guests before and after their vacation through use of our CRM.
• Assisting and supporting other departments and fellow team members in reaching Crystal Cruises’ service, productivity, quality, and revenue goals by using our CRM, Reservation system, and all other systems.
• Participating in organized training sessions to continuously improve knowledge base and sales performance.
• Performing other job-related functions as assigned.
• Collaborate with all other internal departments to facilitate booking process and sales; communicate cruise related requests to the appropriate department.
• Meet or exceed established Crystal Cruises Sales & Service standards.
• Demonstrate competency of product knowledge
• Follow accurate policies and procedures advising visa & vaccine requirements or anything else that is required.
• Maintain up to date knowledge of current product offerings by attending regularly scheduled department meetings and training/product briefing sessions.
• Make recommendations for process, procedure, and technological improvements.
• Sales projects as determined by management.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Work Environment

Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic.

Physical Demands

Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.

Expected Hours of Work

The position is full-time working from Monday – Friday from 9:00 AM to 6:00 PM. Occasional need for Overtime may be required.

Requirements

Education: High School Diploma or equivalent.

Experience: Minimum 1 year of sales experience in a call center environment. 2 years’ sales and luxury customer service experience preferred.

Skills/Qualifications:

• Strong verbal communication skills including professional telephone etiquette.
• Strong customer service skills.
• Ability to answer calls in a timely and professional manner and deliver the high-quality service that is required of a Crystal Cruises representative.
• Excellent interpersonal skills and ability to tactfully deal with difficult travel agents and guests.
• Must possess a courteous, positive, team-player attitude.
• Must be able to provide knowledgeable, friendly, and efficient service.
• Responsible for maintaining thorough knowledge of product, policies, and procedures.
• Demonstrated knowledge of Microsoft Office applications, CRM system, and experience with travel reservations systems a plus.
• Demonstrate an ongoing effort to secure reservations by requesting to reserve a new booking on all rate quotes.
• Ability to quickly learn and maintain current knowledge of Crystal Cruises’ products and services.
• Within reasonable accommodation, ability to view and read PC monitor, training, and reference material, as well as operate keyboard and PC mouse.
• Within reasonable accommodation, ability to remain seated for extended period, determined by length of scheduled shift.
• Flexible with working any schedule, including late shifts and weekends.