An exciting opportunity has arisen for a Digital Cruise Sales Expert in our growing, busy Cruise Team. This is a full-time role based on a 40-hour week, with 32 hours considered (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 if North East based or travel to internal and external meetings.

Role Summary

The focus of the role will be to follow up on all social media enquiries, providing expert advice to customers when planning and booking Cruise Holidays.

This role aims to deliver an exceptional end-to-end service from initial enquiry, booking, after-sales, and operations through to customer return, maximizing customer retention while achieving targets and KPIs.

Responsibilities

• Understand customer needs to match the perfect Cruise holiday and recommend suitable products and Cruise lines.
• Maximize sales opportunities through switch selling, upselling, and offering holiday extras in a timely manner.
• Interact and build rapport with customers on social media.
• Have thorough knowledge of the Cruise industry and familiarity with mainstream Cruise lines and booking systems.
• Achieve all monthly Sales and Customer Service KPIs, including conversion, PPB, and profit targets.
• Complete end-to-end booking processes, including providing booking confirmations, tickets, and online check-in, as well as suggesting ancillary products like travel insurance, excursions, and parking.
• Maintain contact with clients through pre-call checks, welcome home calls, and proactive offers of new deals.
• Handle operations such as cancellations, customer complaints, and in-resort issues.
• Participate in ad-hoc tasks and projects as required.

Skills & Experience

• Minimum 2 years recent experience in general travel sales with a passion for selling holidays.
• Outstanding product and supplier knowledge, with recent experience selling to various destinations.
• Proven ability to achieve KPIs and convert enquiries into sales confidently.
• Exceptional customer service skills and experience working in customer-focused environments.
• Excellent communication, telephone, and listening skills, with the ability to anticipate customer needs.
• Sound knowledge of social media platforms.
• Ability to work in a fast-paced, target-oriented environment.
• Attention to detail and proficiency in Microsoft Word, Excel, and Outlook.
• A genuine desire to achieve results personally and as part of a team.
• Flexible approach to business needs.