Sales Concierge (Homeworking)

About the company

World Travel Holdings UK — the UK division of WTH the world's largest cruise agency

  • – the UK’s fastest growing cruise retail brand and the home of the award winning Cruise Concierge Service
  • – Europe’s largest seller of ultra-luxury cruises
  • – the UK’s fastest growing seller of river cruises

Summary of the Role

Location:  Home Based Sales

Hours: 40 per week on a Rota basis (Fully Flex including Bank Holidays, Evenings and Weekends

Purpose of the role

To offer an exceptional Cruise Concierge sales experience to new and returning customers

Role and Responsibilities

Deliver an exceptional sales experience through the following:

  • Passion: ability to bring vigour, energy and excitement to all of our customer interactions.
  • Reliability: demonstrate competence and capability to ensure customers’ needs are met promptly and accurately.
  • Empathy: fully understand the needs of each customer, through listening and building rapport.
  • Genuine: be straight talking, ensuring our customers know everything they need to know, whilst keeping it in simple terms.
  • Proactive: take the workload off our customer’s shoulders and let them focus on enjoying the cruise. 

Constantly build cruise knowledge base, taking responsibility for self-development through on-going training, development and research

Manage portfolio of customers through:

  • Acquisition of new customers
  • Retention of existing customers
  • Maintenance and updating of customer data and records 

Live up to the Cruise 118 brand values, bringing them to life in everything that you do on a day-by-day basis.

Deliver on agreed customer and sales targets (see KPI’s).

Contribute with enthusiasm to the on-going development of the business, working individually and collectively to achieve mutual success for our customers, people and our partners.

Deliver Exceptional as Standard Customer Service through solving customer issues when dealing with After Sales calls. 

Measures of Success

  • Customer conversion rates %
  • Customer profit margins achieved per lead converted
  • Managing discounts to agreed business levels
  • Quality and Accuracy of service delivery process
  • % of repeat business achieved
  • Excited and informed customers
  • 90% score on all Customer Service calls 

Skills and Experience

  • Motivation and ability to deliver outstanding and unique customer experiences.
  • Proven track record of excellent customer service skills and background.
  • Experience of working in a target driven environment.
  • Minimum of 12 months call centre, shop or home-working sales experience
  • 2 years working in a travel environment.
  • Demonstrate ability to develop effective working relationships with members of the team.
  • Display initiative and think creatively of new ways to generate customer leads.
  • Take ownership of own personal development to build on product knowledge e.g. - understanding the current marketing campaigns to maximise customer sales opportunities
  • Excellent communication skills, both written and verbal – our customers need to respect our people
  • Passionate about cruises and dedicated to providing customers with the very best in 1 to 1 personal service.
  • Experience using cruise line booking engines an advantage (not essential).
  • Tenacity and perseverance in order to maximise lead management effectiveness.

Apply here

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WTH is a winner of CLIA Cruise Agency of the year 2015 & Katy Porter CLIA young travel agent of the year 2014
Winner of Young Travel Agent of the Year 2014
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