Cruise Social Sales & Service Specialist

Newcastle/Hybrid Remote

An exciting opportunity has arisen for a Cruise Social Sales & Service Specialist to join our growing team. This a full-time role based on a 40 hour per week rota basis, including evening and weekend working (flexible to meet the needs of the business). The role is predominantly home based however you may be required to work periodically from our Newcastle office or travel to internal and external meetings.

Role Summary

To follow up on all social media enquiries and provide expert advice to every customer at both the planning and booking stage of their holiday covering a wide range of cruise products and destinations. This role will focus on delivering an exceptional end to end service from initial enquiry, booking and after sales, through to their return to maximise customer retention whilst achieving targets and KPI’s. 

Understand the customers needs to match the perfect cruise holiday with the knowledge to recommend the right product to suit every need.
Maximise all sales opportunities, switch selling, upselling and offering holiday extras where appropriate.
To be able to interact and build rapport with customers to ensure customer satisfaction and retention.
To assist with the administration of pages on our social media platforms.
Achieve all monthly Sales and Customer Service KPI's, including conversion, PPB, profit targets.
Complete end to end booking checklist to execute everything from providing customers with booking documentation, tickets, balance collection, online check-in and ancillary products such as travel insurance, excursions & car parking etc.
To proactively keep in touch with your client base, to include pre-departure and post-trip calls, for example, to check they have received tickets, welcome home calls, and proactively contact them with new and relevant offers and deals.
Responsible for all booking operations, including cancellations, customer complaints and in-resort issues.
To be involved with any other ad-hoc tasks/projects as may be required from time to time.
To undertake any other duties that may fall into the job criteria.
To comply with all Company policies and procedures including Health & Safety.
To ensure the Company values are demonstrated at all times.
To treat all employees, customers and suppliers with dignity and respect.
This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved.
Skills & Experience
A passion for selling holidays with a minimum of 2 years recent experience of general travel sales.
Outstanding product and supplier knowledge.
Demonstrable record of achieving KPI’s, with the ability to sell confidently and turn enquiries into sales.
Exceptional customer services skills with experience of working in a customer focused environment.
Excellent communications, telephone manner and listening skills with the ability to anticipate customers’ needs.
A sound knowledge of social media platforms.
Ability to work in a fast-paced target orientated environment.
Excellent attention to detail.
Ability to use Microsoft packages – e.g., PowerPoint, Word and Outlook.
A genuine desire to achieve results, both personally and as part of a successful team.