Job description

The position is an inside sales role responsible for providing sales support and assistance to travel advisors who contact the company either by telephone, e-mail, or other channels as they become added. Additionally, the role will support the Regional Sales Directors as well as the Business Development team in the future. The support provided will facilitate overall revenue generation from the trade sales channels and create a positive, friendly and “easy-to-do-business with” perception elevated by excellent customer service, efficient problem resolution and consistent, accurate communication. The role will also work closely with the Vice President, Sales & Trade Partnerships on special projects as well as start-up activities and initiatives.
Responsibilities and Accountabilities*
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• Accept telephone calls via a dedicated sales support telephone number, accurately answer any questions travel advisors may have, provide accurate information as well as attempt to resolve any issues an advisor may be having.
• Monitor and reply to all e-mails received at salessupport@crystalcruises.com within the determined customer service level (TBD) which will be communicated via an automated response.
• Assist in the creation and workflow process implementation of a ticketing queueing system for internal and external service requests.
• Work closely with automation team to set up proper links and features from reservation system to the CRM for automated flows.
• Distribute regularly scheduled reports to recipients as outlined by sales management.
• As needed, assist Regional Sales Directors and Business Development team with any product information requests and/or questions about the reservation system or CRM functionality.
• Become a subject matter expert (SME) on viewing information in the reservation system as well as CRM functionality.
• Become the liaison between the sales team and other departments including but not limited to Revenue Management, Reservations, IT, Marketing, Onboard Guest Services, Guest Relations and Accounting teams for the purpose of obtaining requested information to distribute and problem solving (ie. missing commissions, ordering collateral, option extension requests, etc.).
• Become a SME on the functionality of the Travel Advisor booking engine when available; providing technical assistance to Travel Advisors as requested as well as training and support for the sales team.
• Facilitate and manage the Agency Master Database, ensuring that membership updates are completed in a timely fashion and established processes for changing information in the database are done so in accordance with company guidelines. Become the SME on database functionality, fields, data definitions and agency hierarchies.
• Support International travel sellers by facilitating the registration process, validate any required training and ensure each international partner is set-up properly in the agency master.
• Work with Vice President of Sales & Trade Partnerships to develop agency registration process.
• Coordinate distribution of collateral and any requested materials from the marketing team including orders for conferences and trade shows. Manage use of the trade show booths including shipment and tracking.
• As budget and approved headcount permit, hire and supervise Sales Support Specialists to manage incoming calls and e-mails from travel advisors.
• As assigned by the Vice President, Sales & Trade Partnerships, manage special projects as assigned.
• Consistently remain current on product knowledge, company policies, procedures, sales & marketing programs, etc.
• Provide support at company functions and events as needed.

*Skills and Abilities
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• Positive, energetic and professional demeanour as well as a “team player” attitude required.
• Excellent sales, customer service, problem-solving and decision-making skills.
• Must be able to tactfully manage adversity and travel advisors’ issues in an attempt to find agreeable solutions while supporting the company’s position and policies at all times.
• Proficient in working in a matrix organization and comfortable liaising with management at various levels.
• Self-motivated and results oriented; capable of working independently.
• Able to multi-task in a fast-paced environment.
• Excellent verbal and written communication skills as well as a skilled relationship builder.
• Fluency in MS Office applications, including Outlook, Word, Powerpoint and Excel.
• Fluency in the Spanish language preferred.
• Ability to travel as needed (minimal).
• The ability to lift up to 35 lbs.

Education and Experience

• 5 – 8 years of experience in the operational side of travel industry sales.
• Bachelor’s degree required or equivalent experience.
• Extensive international destination knowledge, including Crystal destinations preferred.
• Strong understanding of the luxury cruise market and competitive set.
• Inbound customer service-related call center experience preferred.
• Experience supervising call center agents or representatives preferred.

This job description is not intended to contain a comprehensive listing of activities, duties or responsibilities that are required by the employee.

Job Type: Full-time

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