We have an exciting opportunity for a  Cruise Administrator to join our team here at Iglu. As a cruise administrator you will be responsible for a mixture of administrative and operational functions. This will include, daily quality booking checks, agent error logging, supplier API management, daily discount exception reporting, fulfilling special assistance, fulfilling OODR bookings, Alert booking, Book on board and some other functions required. 

The focus of this role is to assist in minimising company potential exposure and losses, whilst keeping the customer's experience at the forefront of your mind.

Key Responsibilities:

• Adhere to minimum standards, processes and procedures
• Work collaboratively with management to achieve personal and team KPIs
• Work collaboratively with other departments, peers and suppliers where needed
• Daily quality booking checks, to ensure accuracy and minimum standards are met
• Investigate and reconcile costs on DBs
• Agent error logging and reporting
• Special assistance bookings
• Fulfil onboard and staff bookings
• Online bookings and webchat
• Supplier administrative tasks
• Recognise opportunities to upsell and maximise margin/minimise losses whilst keeping in mind company liability/exposure
• Take responsibility for the customer journey ensuring all practices are in line with improving and enhancing the overall customer experience
• You will be Keeping abreast of company and cruise line processes and procedures
• Complete any other tasks required by the department from time to time to cover holiday and sickness
• Communicate successes with the operation teams

Skills and Experience:

• Previous experience within a similar role 
• Proven track record in working to set deadlines
• Strong commercial acumen
• In depth knowledge of sales processes and procedures
• Good Standard of IT skills including but not limited to Word, Excel, GDocs

Behavioral Role Fit:

• Someone who is really passionate about travel
• Keen eye for detail and understands the impact on our customers experience of errors
• A driven and can do attitude
• Excellent verbal and written communicator, with strong interpersonal skills
• First-rate organisational skills
• Demonstrates a good work ethic, leads by example
• Excellent numeracy skills
• Highly flexible and resilient, ability to bounce back from setbacks and focus on the end result
• Foster a positive environment of continuous improvement
• Ability to adapt and work well within a team but also independently 
• Foster a positive and motivational work environment
• Take accountability for your own learning and personal development
• Pragmatic problem solver and solution focused, always finding ways we can succeed

Role Key Performance Indicators:

• Booking checks per hour
• Meeting minimum SLAs on tasks
• Team KPIs
• Team administrative task completion
• Reduction in costly errors