A bit about the role: Please note: This is a telesales role, with KPI's and STI incentives, not account management. As a passionate, experienced travel consultant, you will be at the forefront of guest interactions, bringing our incredible expedition cruise experiences to life and bringing guests closer to their trips of a lifetime.
You will embark on a 9-week orientation program to learn about our incredible guest experience that changes the way they see the world.
We take curious travellers to incredible destinations, sustainably and in true expedition-style.
We bring them off the beaten track, to remote landing sites across the Arctic, Antarctic, and Galapagos, and truly engage with and sustain remote communities.
You are a passionate, experienced travel consultant that will delight our guests by offering an unforgettable experience from their very first call.
You will be responsible for providing exceptional levels of service to both our B2B and B2C guests, seeking an unforgettable life-changing experience, converting, and retaining them throughout their guest lifecycle.
Key Responsibilities: Maintain regular contact with guests and suppliers to ensure total satisfaction on both inbound and outbound calls and emails.Utilize effective sales consulting techniques to understand guest needs, converting them to guests via inbound or outbound contact to reach and exceed sales targets.Continuously monitor and communicate guest feedback, proactively improving processes and documentation in collaboration with global colleagues, while identifying and resolving client complaints quickly and efficiently.Offer expert advice and personal recommendations on enhancements to guest experience, including suite experiences, upgrade packages, excursions, or pre- and post-trips.Handle sales calls and overflow service calls with guests to understand the guest journey in more detail and enhance the guest experience.Enter, update, and document all guest information into the guest relationship & management (CRM) and booking systems, according to standard operating procedures.About you: Fluent in Norwegian and English at a minimum business C1 level.A passionate explorer with enthusiasm for travel and delivering unforgettable experiences.An experienced travel consultant with proven guest service experience in a sales environment and/or travel/cruise industry, along with experience working with KPI's and towards sales targets.Good numeracy skills to understand a guest's budget constraints and commercial levers.Learning Agility: Ability to learn fast, adapt to changes, and proactively seek to update knowledge of experiences, products, and services.Thrive under pressure and maintain professional composure with challenging guests.Drive and energy to reach and exceed specified sales goals.High guest-centric belief and collaborative interpersonal skills to work effectively in a team-based environment.Possess a "can do" solution mindset and ability to multi-task.Demonstrated knowledge of Microsoft Office applications; CRM software experience is a plus.Experience with flight GDS systems is highly desirable.Passionate about guest care, willing to be available for crisis training and on-call support if required.Passionate advocate of our HX Spirit and values.Points to note: Working hours are generally 40 hours a week, including weekend work on a shift pattern to cover our opening hours.E.g.
8am-7pm Monday-Friday, 8am-6pm Saturday, and 9am-5pm Sunday (generally 2 in 4 weeks).Position is phone-based guest sales (inbound and outbound guest calls) within a shift environment.Hybrid working will be an option after training and onboarding, typically 3 days in the office; office-based work will be required during promotions and critical peaks.Earnings: During the initial 9-week period, a guaranteed commission payment equivalent to standard KPI conversion will be provided.Uncapped earning opportunity with Travel Consultants earning an extra 15% of their base pay in sales incentives, with top performers earning up to 50% more.
Actual earnings may vary based on individual performance.Development: You will be invited to a familiarisation trip within your first 9-12 months in the role to experience our guest experience firsthand.
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