Polar Client Experience Advisor

2 weeks ago

Melbourne, Australia Quark Expeditions Full time

We carry the spirit of the great explorers, we Go Bold, we Go Together and Go for New. Polar travel is Quark Expeditions, and all of us at Quark Expeditions are committed to creating and delivering life-changing experiences for our clients. We draw on our unparalleled polar expertise to profoundly transform people’s sense of themselves — and of the world around them. AND TO ALWAYS, ALWAYS GO BEYOND

Quark is part of the Travelopia group which is one of the world’s leading specialist travel groups providing customers with a diverse range of unique travel experiences. This includes adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and sporting based school trips, corporate hospitality and sporting event fan travel. Private equity owned by KKR, Travelopia is headquartered in the UK with offices and marine bases all over the world.

**The Opportunity**:
This is an exciting opportunity to join the Quark team as a Polar Travel Client Experience Advisor in Melbourne, Australia. The Client Experience team is be responsible for all services, enquiries, documentations, follow ups post deposit/confirmation as well as responsible to drive and support ancillary sales and sales for a selection of identified key accounts. The team is working very closely with the Global Polar Travel Advisors.

**Responsibilities**:

- Always perform with the aspiration to providing a trip of a lifetime and excellent customer service.
- Responsible for the fulfillment and follow up of B2B and Web bookings.
- Update customer information in the CRM/Softrip during and after each client touch point.
- Follow up with clients post sale to use the opportunity to upsell or offer ancillary product
- Booking extra services and special requests, ensuring onboard and ground teams are aware.
- Handling all client’s requests for changes or cancellations regarding any services on their booking.
- Liaising with suppliers for pre/post, flights and insurance needs of the passenger.
- Responsible for supplier communications to ensure all services are provided as booked.
- Keeping clients informed and updated of all changes to flights and itineraries.
- Taking payments and following up on late ones.
- Chasing missing details when required
- Responsible for post-sales written and phone communication and ensuring actions with clients.
- Responding to unsatisfied customer complaints post travel.
- Help to co-ordinate and handle any emergency situations.
- Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers

**Skills and Experience**:

- Minimum of 2 years of customer experience
- Minimum of 1 year of sales experiences
- A love of customer service, sales & travel
- Exceptional customer service and outstanding selling skills
- Excellent English interpersonal skills, verbal and written plus one additional language of Spanish, German or Portuguese.
- Problem solving / complaint resolution skills
- Able to separate themselves in frustrating situations and guide customers to efficient solutions.
- High level of attention to detail
- Strong interpersonal and time management skills.
- Ability to work varying shifts, weekends and holidays as required
- Flexible and energetic, with the ability to work independently as well as in a team environment
- Capable to use a variety of computer programs expertly and efficiently
- Experience of different reservation systems and CRM/ Sales Force preferable

**What we have to offer**:

- Base salary plus uncapped commission
- A familiarization trip to the polar regions on our innovative cruise ships
- Company
- covered benefits
- Discounts on travel with Quark and subsidiaries

**What’s next?**

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.

LI-HH #LI-HYBRID

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