Cruise Aftersales Executive

4 weeks ago

Manchester, United Kingdom Travelworld internaitonal (Manchester) Full time

**Company Overview**

Cruise Club UK brings you the best cruise deals on the web. With 40 years in the business and fully ATOL, ABTA and IATA bonded all our bookings have extra travel disruption insurance so you are 100% covered. Our cruise experts can find you the perfect cruise holiday and fully tailor make any needs for pre and post hotel stays, transfers and flights. Our specially negotiated rates from the leading cruise lines and our sheer volume of customers allows us to pass on some huge savings.

**Purpose of Role / Overview**

The purpose of a Cruise Aftersales Executive is to ensure customer satisfaction and retention by providing exceptional post-sale support and pre cruise service to all Cruise Club UK clients. This role involves managing customer inquiries, addressing concerns, and coordinating solutions to ensure a seamless experience for passengers after they have booked their cruise.

**Accountabilities**
- To be responsible for always providing exemplary customer service to other departments and external customers.
- Assisting clients with any queries on their cruise reservations and completing any amendments on bookings.
- Booking additional services when required including excursions, dining, and drink packages and cabin upgrades.
- Offering an exceptional level of customer service and completing work to a high standard.
- Manage all aspects of confirmed bookings by reserving/amending flight, hotel, and transport arrangements and upselling where possible.
- Proactively switch sell and reduce cancellation of bookings.
- Ensure that all forthcoming deadlines are met considering seasonality of workload and the on-going demands of customer requirement.
- Collating and sending the daily post.
- Confirmation/cancellation invoice check and send.
- Liaise with worldwide suppliers, accurately verifying and logging arrangements.
- Assist the admin team with all ticket dispatch and itinerary production.
- Ensuring an SLA of checking all bookings within 24hrs of the booking is delivered to actively reduce company losses; maintain supplier relationships and improve efficiency and service levels within Cruise Club UK

**Main Deliverables**
- Issue Resolution: Resolving any issues or concerns raised by customers regarding their cruise experience, such as cabin preferences, dining arrangements, special requests, or billing discrepancies, with a focus on achieving customer satisfaction.
- Relationship Management: Building and maintaining positive relationships with clients and co-workers to enhance their overall experience and foster loyalty to Cruise Club UK.
- Coordination: Collaborating with various departments within the cruise line, including reservations, operations, and onboard services, to coordinate solutions and ensure customer needs are met.
- Upselling and Cross-selling: Identifying opportunities to upsell additional services or amenities throughout the customer journey to enhance the customer experience and increase revenue for Cruise Club UK.
- Feedback Collection: Gathering feedback from customers regarding their cruise experience, including suggestions for improvement, and communicating this feedback to relevant departments for continuous enhancement of services.
- Documentation and Reporting: Maintaining accurate records of customer interactions, resolutions; feedback, and providing regular reports to management on customer satisfaction metrics and trends.

**Essential**
- Must have cruise knowledge having worked for a cruise specialist company or travel agency with a good level of cruise and travel knowledge.
- Excellent attention to detail.
- Experience booking and emending cruise itineraries, hotels, and flights for clients, using a variety of booking sites.
- Excellent customer service skills with the ability to build a rapport with clients.
- Ability to work unsupervised independently and collectively as a team member.
- Excellent attention to detail and confident working to deadlines.
- Excellent written and verbal communication skills.
- Effectively provide feedback, delegate and confident in holding difficult conversations.
- Exceptional communication skills both verbal and written
- Ability to problem solve by negotiating to achieve amicable solutions and having a professional approach to matters under stressful, pressurised, and demanding environments

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£24,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Transport links

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Performance bonus

**Experience**:

- Customer service: 2 years (preferred)

Ability to Commute:

- Manchester (preferred)

Work Location: In person

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