Pooling (Cruise Consultant, Outbound Sales & Silver Concierge)

Cruise Consultant, Outbound Sales

POSITION SUMMARY

Cruise Consultant, Outbound Sales is responsible for selling Silversea cruises and related shore side products and services to the consumer, via outbound telephone sales activities. Utilize web and other lead and inquiry sources to generate sales and grow long-term customer relationships. Develop customer relations by initiating calls, emails or other types of contacts to consumers, recommending appropriate voyage and vacation packages. Work directly with the consumers to provide a personalized luxury customer service experience. Work within the global sales and support teams for the achievement of customer satisfaction, revenue generation, and long-term sales goals in line with company vision and values.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Sell Silversea cruises and related shore side products and services, using outbound consumer contacts.
• Maintain contact with all clients to ensure high levels of client satisfaction and optimize long-term customer value.
• Employ technical selling skills and product knowledge in all areas to give effective presentation of Silversea products and services.
• Meet assigned monthly, quarterly, and annual targets.
• Manage a high volume sales-focused workload, meet productivity goals, and optimize the selling process through pro-active customer contact.
• Communicate and interact effectively with decision makers, at all levels internally and externally.
• Maximize all opportunities in the process of closing a sale; service existing cruise bookings booked direct, and exercise upsell opportunities throughout the life of the customer relationship.
• Sell consultatively, using active listening skills, and make recommendations to prospects and clients.
• Help to develop a database of qualified leads and inquiries through referrals, direct mail, and email
• Quickly apply new skills and multi-task to achieve peak levels of performance.
• Assist in departmental sales efforts to move soft sailings and last minute inventory.
• Maintain accurate records of all clients and potential clients, utilizing company-supported technology tools and processes.
• Adhere to all company policies, procedures and business ethics codes. Other duties as assigned by supervisor.
  
  

QUALIFICATIONS, SKILLS, AND KNOWLEDGE

• Demonstrate ability to interact and cooperate with all company employees.
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional internal and external relationships that meet company core values.
• Work both in a small local team and within a larger global team in a highly motivated, competitive environment toward a common goal.
• Proactively establish and maintain effective working team relationships with all support departments.
  
  

Sales Butler

POSITION SUMMARY

Office-based role supporting Direct Cruise Consultants in managing guest bookings post-sale, key objectives will be improving service quality and booking retention through pro-active phone and e-mail contact.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Liaise (phone and e-mail) with Cruise Consultants and guests, as first point of contact for post-sale services such as:
• Air bookings and service
• Hotel/Land/Transfer requests
• Visa information
• General administration (documents, guest information, booking updates etc.).
• General guest queries.
• Manage customer data in CRM.
• Facilitate post-cruise guest relations issues, and other escalations.
• Assist in last-minute guest communications (phone and e-mail).
• Ad hoc tasks and projects as required.
  
  

QUALIFICATIONS, KNOWLEDGE, AND SKILLS

• Have at least 2 years' experience in a similar customer service, sales administration or sales support role.
• A high level of computer literacy – Excel, Word etc.
• Motivated, can-do team player.
• Strong communication skills, verbal and written.
• Diligent and process driven, with high attention to detail.
• Existing experience in travel industry highly valued.
  
  

Cruise Consultant, Inbound Sales

POSITION SUMMARY

Cruise Consultant, Inbound Sales is part of a direct consumer outreach sales organization, where the sales agent is the first point of contact for guest calling into our contact center. This position strictly handles inbound calls, including up until the time the guest sails. Agent is responsible for selling and servicing Silversea cruises and related shore side products and services to the consumer, via inbound calls. Utilize phone calls to the Silversea toll free number to generate sales and help foster long-term customer relationships through great service. Work directly with the consumers to provide a personalized luxury customer service experience. Work within the global sales and support teams for the achievement of customer satisfaction, revenue generation, and long-term sales goals in line with company vision and values. Work with management to make sure that call volume is handled efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Sell Silversea cruises and related shore side products and services, using inbound consumer contacts.
• Effectively evaluate guest needs and identify products that best fit the guests needs; providing sales recommendations for our products on all Sales calls and correctly creating accurate reservations
• Servicing existing reservations according to guest requests and in accordance with existing business rules
• Meet assigned monthly, quarterly, and annual targets.
• Manage a high volume workload, meet goals assigned by management, and optimize the selling process through a scripted Sales Process.
• Communicate and interact effectively with decision makers, at all levels internally and externally.
• Maximize all opportunities in the process of closing a sale; service existing cruise bookings booked direct, and exercise upsell opportunities throughout the life of the customer relationship.
• Sell consultatively, using active listening skills, and make recommendations to prospects and clients.
• Quickly apply new skills and multi-task to achieve peak levels of performance.
• Responsible for correctly capturing pertinent information and payments during all interactions with guests, utilizing company-supported technology tools and processes.
• In cases where Sales opportunities are not closed, providing all necessary information to pass along to ensure we are maximizing the company’s marketing return on investment (ROI).
• Adhere to all company policies, procedures and business ethics codes.
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
  
  

QUALIFICATIONS, KNOWLEDGE, AND SKILLS

• Demonstrate ability to interact and cooperate with all company employees.
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional internal and external relationships that meet company core values.
• Work both in a small local team and within a larger global team in a highly motivated, competitive environment toward a common goal.
• Computer knowledge and skills required.
• Must adhere to assigned schedule and all applicable PC objectives and goals.
• Proactively establish and maintain effective working team relationships with all support departments.