Cruise Concierge - Sales and Customer Support

January 31

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International Voyager Inc

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eCommerce • Travel

International Voyager Inc. is a group of award-winning travel companies with over 15 years of experience, serving more than 500,000 clients and attracting over 33 million visitors. As an online travel agency, International Voyager specializes in providing personalized vacation planning by using cutting-edge technology, interactive maps, and a simple booking platform to deliver responsive and hassle-free service. The company partners with prestigious travel brands such as Norwegian Cruise Line, Royal Caribbean, and Celebrity Cruises, known for satisfying customer experiences and creating lasting loyalty. International Voyager offers flexible payment plans and negotiates the best deals and rates with premier international travel partners, helping clients plan bucket list trips, family reunions, honeymoons, and dream vacations.

51 - 200 employees

Founded 2003

🛍️ eCommerce

📋 Description

• Job Overview: We are looking for enthusiastic, motivated cruise concierges’ to join our world-class support & sales team. • 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

• Sales Experience: Minimum of 1 year in sales, ideally in a call center setting. • 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.

🏖️ 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