Cruise Experience Manager

1 week ago

Melbourne, Victoria, Australia beBeeCustomer Full time $56,000 - $86,000
Job Title:

Cruise Concierge Agent

Description:

We are seeking a highly skilled and experienced Cruise Concierge to join our team in Melbourne. As a key member of our operations, you will play a crucial role in delivering an exceptional post-purchase experience for our customers.

Key Responsibilities:

  • Provide excellent customer service by offering general information relating to cruise services, packages, and pricing.
  • Proactively monitor customer and partner queries and contacts via relevant communication channels.
  • Facilitate a constructive and ongoing working relationship with customers during the pre-departure process.
  • Ensure all customer contact is accurately recorded in the appropriate systems/databases to assist with future contact or follow-up.
  • Maintain up-to-date and accurate knowledge of LE Cruise campaigns, product benefits (inclusions etc.) as well as cruise status and allocation.
  • Oversee the entire cruise process from end of campaign through to each cruise departure date - customer facing and external partners.
  • Deliver an exceptional experience for all customers, actively promoting Luxury Escapes products with a view of retaining customers and increasing overall margin opportunities.
Requirements:

To be successful in this role, you will possess:

  • Exceptional verbal and written communication skills, attention to detail, excellent customer service skills including conversation control, written etiquette, handling multiple conversations at once, queue management.
  • High level of initiative and problem-solving skills.
  • Previous experience in the Travel Industry, ideally Cruise - either customer support/bookings or front office.
  • Ability to build customer loyalty by providing an exceptional level of customer service and satisfaction.
  • Ability to develop strong relationships with internal and external stakeholders.
  • Sound understanding of the end-to-end travel sales process.
Benefits:

You will enjoy:

  • First-class health and well-being program including on-site yoga, meditation, on-site gym, daily breakfast, lunches 5 days a week, fruit, and an exceptional EAP offered.
  • Access to experience the travel we sell via famil trips.
  • Fun and flexible working environment - Friday afternoon onsite gatherings (wine included), monthly celebrations and recognition programs.
What We Offer:

At [Company], we value diversity in our people and make hiring decisions based on experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status.

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