Job Summary

Please note, this is a part-time role. As a Trade Sales Support Specialist at Crystal Cruises, you play a pivotal role in elevating the cruise experience by providing unparalleled sales support to travel advisors. Reporting to the Director of Business Development, you will serve as a subject matter expert, ensuring seamless engagement and alignment with the trade sales department and the company's goals. Your responsibilities include addressing booking issues, resolving challenges, and disseminating accurate information to elevate the overall service experience from travel advisors via dedicated Sales Support e-mail address or phone number as well as Trade Sales Team members particularly regarding booking issue resolution and accurate dissemination of information.

Essential Job Duties

• Provide exceptional customer service to Agents, National Accounts and Field Sales addressing inquiries related to pricing, bookings, promotions, policy questions, and reporting.
• Use critical thinking and creative problem solving to resolve customer relations issues on behalf of travel partners to enhance their experience.
• Log, audit, and monitor partners requests, ensuring compliance with guidelines, accurate, and timely processing.
• Works with cross-functional personnel to determine validity of issues, evaluates options and execute situations efficiently and completely.
• Implement RSD’s transactions for Travel Advisors, coordinate sales events, in-port functions (ship visits), including developing landing pages, managing RSVPs, and overseeing various logistical facets.
• Set up and manage data from new and existing’s accounts in the CRM.
• Become a Subject Matter Expert (SME) in the CRM system, providing training and support to team members as needed.
• Support as needed with processes, template creation, trainings, issuance, tracking, and execution of department improvement.
• Assist with special assembly projects and maintain Standard Operating Procedures.
• Undertake any additional duties as assigned by the Director.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Competency

• High School Diploma/GED required.
• Associate/Bachelor’s degree in a business-related field or equivalent experience preferred.
• 2+ years of customer service or sales experience, preferably in the cruise and/or luxury travel industry.
• Inbound customer service-related call center experience required.
• Experience using a Customer Relationship Management (CRM) platform.

Skills/Qualifications: 

• Intermediate proficiency in Microsoft Office (Excel, Word, PowerPoint, Teams, Outlook).
• Excellent customer service skills with outstanding verbal and written communication.
• Strong attention to detail and accuracy, coupled with project management skills.
• Database management tools and web landing page data collection expertise (Form Office, Google Survey, Eloqua, Pardot, or similar).
• Adaptable to a fast-paced environment with the ability to manage shifting priorities. Ability to maintain composure in the face of difficult situations.
• Budget management and reconciliation skills for events.
• Team player with strong collaboration skills; ability to work independently.
• Positive, energetic, and professional demeanor.
• Bilingual is a plus.

Physical Demands

Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 35 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, the telephone, and other office equipment.

Expected Hours of Work

The position is full-time and frequently requires working additional time outside of normal business hours.