Cruise Concierge: Sales & Customer Support

Job Overview:

We are looking for enthusiastic, motivated cruise concierges’ to join our world-class support & sales team. You will be responsible for providing outstanding customer service over the phone and chat, closing sales and maintaining excellent customer relationships.

An effective cruise concierge must be an excellent communicator and have superior people skills.

They’re patient, empathetic, and passionately communicative. They love to talk. Cruise concierges can put themselves in their customers’ shoes and advocate for customers by negotiating with suppliers when necessary. Problem-solving also comes naturally to cruise concierges. They must be comfortable presenting products or services over the phone as well as dealing with complaints and doubts. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The goal is to help the company grow by providing WOW service that turns into stellar reviews and awards and word of mouth referrals; to help the company grow by retaining existing and bringing in new customers.


About the company:

CruiseDirect is a leading online cruise travel company dedicated to providing customers with better deals than any other cruise website and access to great deals on cruise vacations.

Since 2001, we've helped our customers find the perfect cruise packages and book dream cruise vacations for less. We are a cruise finder and booking website committed to helping travelers research all the cruise travel options to find a cruise that fits perfectly.

Responsibilities:

• Communicate with customers through calls, chats, and emails to assist with bookings, provide travel guidance, and resolve inquiries.
• Meet sales and service targets by building trust and sustainable customer relationships through professional and interactive communication.
• Promote cruise packages, add-ons like insurance and excursions, and upsell relevant services to maximize customer satisfaction.
• Handle booking updates, cancellations, and refunds while adhering to company policies and maintaining accurate records in the CRM system.
• Collaborate with clients to create personalized travel plans, ensuring smooth journeys and resolving issues promptly.
• Stay updated on promotions, notify clients of itinerary changes, and process payments accurately.
• Follow scripts and company guidelines to ensure consistency and compliance while exceeding customer expectations.
• Maintain and update customer profiles in the CRM and ensure all details are accurate and up-to-date
• Go above and beyond to address customer needs and provide exceptional service.
• Document call logs, sales records, and other essential data efficiently using our CRM and other systems.
• Promptly notify supervisors or managers of any system issues to ensure operational efficiency.
• Adhere to company policies, including error reporting, accurate processing of cancellations, changes, and payments across all systems.
• Foster trust and lasting relationships through open, interactive communication with customers.
• Deliver accurate and comprehensive information using appropriate tools and resources.
• Achieve individual and team sales targets while maintaining exceptional service standards.

Requirements for the Role:

Ideal candidates possess a sales-driven mindset, a passion for travel, and an eagerness to exceed expectations in a dynamic environment.

• Sales Experience: Minimum of 1 year in sales, ideally in a call center setting. A proven track record of consistently exceeding sales quotas over the phone is essential.
• Cruise Industry Background: Experience in cruise lines (either onboard or in online support) is highly advantageous and will significantly enhance your candidacy.
• Customer Support Expertise: At least 1 year of experience in customer service, telesales, or client service roles.
• Sales Mindset: Strong negotiation skills, goal-oriented, and capable of turning challenges into sales opportunities.
• Communication Skills: Excellent phone handling, active listening, and the ability to adapt to diverse personalities.
• Tech-Savvy: Familiarity with CRM tools (e.g., Hubspot, Salesforce, Zendesk) and live support platforms (e.g., LiveChat, Intercom).
• Product Knowledge: Ability to quickly learn, articulate, and promote products and services effectively.
• Problem Solving: Cool-headed, resilient under pressure, and skilled at de-escalating and resolving customer concerns.
• Travel Industry Experience: Previous experience in the travel industry or familiarity with Odysseus software is a bonus.
• Language Proficiency: Fluent English with minimal accent required.
• Education: High school diploma or equivalent is required.

Technical Requirements:

Secure and quiet home office, away from domestic and street noise
Desktop or laptop
Intel Core i5 / AMD Ryzen 5 processor
1 Ghz - 2 Ghz processor
Windows OS
Minimum 4 GB of RAM (8 GB recommended)
A professional headset is crucial for the highest quality calls. Bluetooth headsets and earphones are not allowed. You need to have a professional quality headset. We recommend Jabra Evolve 40 Stereo
Google Chrome
Sound Card, Speakers
Min 15” Monitor, preferably 2
A quality virus and spyware protection and activated firewall
Broadband internet connection (DSL or cable). 1 Mbps per person sharing the connection. Note: Satellite, Dial-Up or wireless is not allowed. You will be required to test the connection (help.cloudtalk.io/en/articles/2145441-how-to-test-the-quality-of-your-internet-connection)
Backup generator in case or power outage


Benefits:

Hourly-based salary: you will never work unpaid extra hours with the job tracker
Possibility to work part-time (to be discussed, based on your qualifications)
Work from home
Dynamic incentive program with flexible commissions tailored to reward performance and drive sales success
Discounted cruise vacation