SUMMARYAzamara is seeking a detail-oriented and passionate Cruise Sales & Support Agent that will service Travel Partners and Direct Guests and provide access to all client service areas within the Azamara organization in a one-stop platform. Agents will serve as liaison between these accounts and Sales and work closely with all areas to assist the account in growing their business with Azamara.
Handles inbound and outbound calls, emails, and mail from travel partners and direct guests. Answers general and specific questions regarding product offerings, and policies. It will also support the Sales Managers responsible for working with a varied account base to assist departments in meeting or exceeding corporate growth goals via service support, telephone and electronic sales.
Please note this role is based solely in Brisbane, Australia*
The Role
* Will service direct guests and travel partners for the Australia and New Zealand market and provide access to all client service areas within the Azamara organization in a one-stop platform.
* Handles inbound and outbound calls, emails, faxes and mail from travel partners.
* Reviews and acts on sales calls and inquiries for the various sales functions/fields, and Travel Partners and Direct Guests. Leverages these interactions to create selling opportunities
* Services existing bookings including making changes to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences. Researches and provides information in order to accommodate special need
* Enters required information into Azamara systems and maintains an accurate history of each reservation and any associated transactions. Uses multiple data base systems, internal computer programs and various computer-based resources
* Responsible for outbound calls including managing 200% Suite Deposit FIT & Groups; Children's Programs; Paid Upgrades; Deployment Changes; Visa CIBT call outs, returned messages (mainly CVP)
* Provides information and enrolments for Travel Agents clients into Loyalty programs. Answers questions pertaining to membership, fulfillment of membership collateral and problem resolution. Will describe and promote Azamara products and services as requested
* Investigates travel agent/guest complaints on bookings, product, service, billing, air, credit, or pre/post vacation experiences. Examines booking history, accounting information, related documents and correspondence and converses or corresponds with customer and other company personnel such as Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, and Sales to obtain facts regarding travel agent/direct guests' complaint
* Representative will serve as liaison between these products and Sales, Revenue Management, Guest Port Services (GPS) and other areas as necessary
* Manage shared Email Inboxes including: Azamara Customer Service; Le Club Voyage; Custom Air/Choice Air; Onboard Bookings (passages)
* Attends required training classes, completes required on-line training courses and satisfies completion standards
* May be assigned to special projects and may serve on employee committees
* 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.
WHAT WE LOOK FOR
* One to three years of sales experience, including cold calling is required
* Customer service sales experience is essential beyond general cold calling requirements
* Experience in travel or tourism sales is required to meet customer service expectations
* World geographical knowledge is preferred
* Travel Industry experience preferred
* Call Centre experience in a travel environment preferred
* Ability to use advanced business and sales knowledge to make decisions
* Use of sound judgment is important
* Proficient in negotiation skills
* Ability to write reports, memos and business correspondence
* Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals
* Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organisation
* Ability to work, interact, and communicate with external/internal customers at all levels
* Knowledge of Versonix Seaware is an advantage
* Must have current Australian work rights to be eligible for this position