Senior Executive - Cruise Sales

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We are seeking a motivated Senior Executive – Cruise Sales and Operations with sales or client-facing experience from the travel industry. The ideal candidate has strong emotional intelligence, active listening skills, and quick thinking.

Your primary responsibility will be to treat each customer as the most important person, delighting them at every point of communication, understanding their preferences, needs, and budget, and handling inquiries and other feedback or requests to recommend and curate meaningful and memorable travel experiences tailored to their requirements. You will be part of the team to drive revenue growth.

MAIN RESPONSIBILITIES

1. Build and Maintain Customer Relationships:
   • Develop a deep understanding of customers’ travel needs and preferences.
   • Provide personalized travel solutions and insights with thorough knowledge of destinations, cruises, hotels, flights, and tours.
2. Arrange Travel Logistics:
   • Make travel arrangements including cruise bookings, hotel reservations, flights, transportation, and additional services within SLA timeframes.
   • Handle customer billing and payments accurately to ensure seamless transactions.
3. Address Customer Complaints:
   • Handle customer complaints promptly and professionally, offering solutions and alternatives.
   • Follow SOPs to escalate unresolved issues to the Team Lead.
   • Collaborate with the Team Lead to meet sales and revenue targets.
   • Seek opportunities to upsell travel services and experiences.
4. Handle Inquiries and Requests:
   • Respond promptly to inquiries and requests from Travel Advisors, providing detailed travel information and visa requirements.
5. Prepare Quick and Accurate Quotations:
   • Provide competitive pricing and prepare accurate quotations based on customer requests.
6. Reservation and Invoicing:
   • Reserve flights, hotels, tours, and transportation according to customer preferences.
   • Ensure accuracy in reservations and timely production of invoices, collaborating with the Finance team as needed.
7. Travel Management and SLA Adherence:
   • Perform daily travel management tasks, ensuring responses to calls and emails within designated timelines.
8. Visa Information and Application:
   • Stay updated on visa requirements and assist customers with applications, ensuring timely processing.
9. Customer Satisfaction and Complaint Handling:
   • Address customer inquiries and complaints promptly, following up to achieve satisfactory resolutions.
10. Process Refunds and Ensure Reservation Accuracy:
    • Handle refund requests accurately and ensure reservation details are correctly recorded.
11. Ensuring Collection:
    • Ensure collection of all fees, costs, charges, and expenses prior to releasing tour tickets, ensuring compliance with company terms and conditions.
    • Ensure that customers pay in accordance with the terms and conditions stipulated by the company.
12. Participate in Travel and Company Events:
    • Engage in events such as MAS Travel Fair, MATTA Fair, and exclusive Travel Talks as needed.
13. Safeguard Confidential Information:
    • Safeguard and not disclose customer (personal and organization) details and the company’s confidential information.
14. Additional Duties:
    • Perform any other duties at the discretion of the company.

JOB REQUIREMENTS

• Diploma in Tourism & Hospitality Management, Business Administration, or a related field.
• At least 3 to 5 years experience in sales or client-facing roles within the travel industry.
• Strong emotional intelligence and active listening skills.
• Quick thinking and effective problem-solving abilities.
• Excellent communication and interpersonal skills.
• Thorough knowledge of travel destinations, cruises, hotels, flights, and tours.
• Proficiency in travel booking systems and relevant software applications.
• Ability to work collaboratively within a team to achieve sales targets.
• Detail-oriented with strong organizational skills.
• Proficiency in handling customer billing and payments.

This role offers a dynamic and engaging work environment, with opportunities to participate in industry events and contribute to the company’s growth. If you are passionate about travel and customer service, we invite you to join our team and help create unforgettable travel experiences for our clients.