To provide exceptional, personalised cruise booking experiences for customers with mobility challenges. This role involves understanding and addressing specific needs, ensuring a seamless booking process and holiday, whilst delivering outstanding customer service throughout their journey.

Key Responsibilities:

• Expert Consultation: Providing in-depth knowledge and guidance on accessible cruise options, cabins, shore excursions, and onboard facilities.
• Personalised Service: Tailoring cruise experiences to individual needs, coordinating special requests, and facilitating smooth embarkation and disembarkation processes.
• Proactive Problem-Solving: Identifying and resolving potential challenges, ensuring a stress-free and enjoyable cruise.
• Sales and Revenue Generation: Maximising sales opportunities while maintaining a customer-centric approach.
• Continuous Improvement: Staying updated on industry trends, accessibility standards, and best practices to enhance the overall customer experience.

Skills and Experience: 

• Strong verbal, written, and listening skills.
• Previous travel sales experience or within a call centre is desirable.
• Effective persuasiveness, influence and negotiation skills.
• Entrepreneurial and a Team player.
• Ability to effectively handle multiple tasks in a fast-paced environment.
• Good planning and organisation skills.
• Passionate about your customers and target driven.
• Fluent in English (written skills).
• Experience in Zendesk (desirable)
• Previous experience in an outbound role is desirable
• Strong organisational skills are essential
• Good understanding of all cruise lines special assistance policies and how to book them.

Behavioral Role Fit: 

• Empathy and Compassion: The ability to understand and respond to the needs and concerns of customers with mobility challenges.
• Attention to Detail: Meticulous attention to detail to ensure all aspects of the booking process are handled accurately and efficiently.
• Problem-Solving Skills: The ability to think critically and creatively to find solutions to complex problems and challenges.
• Strong Communication Skills: Effective communication skills, both verbal and written, to interact with customers and colleagues.
• Adaptability: The ability to adapt to changing circumstances and unexpected situations.
• Patience and Resilience: The ability to remain calm and patient under pressure, especially when dealing with difficult situations or challenging customers.
• Teamwork: The ability to work collaboratively with colleagues to achieve shared goals.
• Positive Attitude: A positive and can-do attitude to inspire confidence and trust in customers.

Role Key Performance Indicators:

• CSAT
• NPS
• Margin per booking
• Conversion
• Error-free work %
• QA score