Offer summary

Qualifications:

Exceptional English communication skills, both spoken and written., 2-3 years of customer support experience, preferably in the travel industry., Meticulous attention to detail, especially with sensitive information., Strong organizational skills and ability to prioritize tasks effectively..

Key responsabilities:

Process cabin changes and customize cruise experiences based on client requests.

Manage secure payment processes and send timely reminders to clients.

Act as a liaison between clients and cruise lines to resolve inquiries and make arrangements.

Utilize the agency’s CRM system to track client information and automate communications.

Job description

This is a remote position.

Schedule:

Monday-Friday 9 - 6:30pm Florida time with 1 hour unpaid break and 2 15 minute breaks, potentially to add 4 hours on Saturday and can change any 4 hours during the week.

Client Timezone: US Eastern Time (Florida)

Client Overview

Join an established and growing travel agency that specializes in creating dream cruise vacations for clients across the United States. This boutique agency has built a reputation for exceptional customer service and personalized attention, focusing primarily on cruise experiences that create lasting memories for travelers. With a dedicated client base and expanding operations, this is an exciting opportunity to become part of a business that helps people explore the world’s oceans in style and comfort.

Job Description

Embark on an exciting career opportunity as a Cruise Travel Customer Support Specialist where you’ll play a vital role in ensuring clients experience smooth sailing from booking to bon voyage! In this dynamic position, you’ll be the behind-the-scenes hero who manages booking modifications, processes payments, and coordinates directly with major cruise lines to deliver exceptional service that keeps clients coming back. You’ll utilize specialized travel industry software to track client information and automate important communications, ensuring no detail is overlooked. This role offers the perfect blend of customer service, problem-solving, and organization skills while providing the satisfaction of helping create memorable vacation experiences for people excited about their upcoming adventures at sea.

Responsibilities

Transform client requests into reality by processing cabin changes, adding specialty dining or beverage packages, and customizing cruise experiences
Secure cruise bookings and place holds for clients who know exactly what they want, ensuring they don’t miss out on their perfect vacation
Manage the payment process from sending timely reminders to processing transactions securely and efficiently
Serve as the liaison between clients and cruise lines, making direct calls to cruise providers when needed to resolve questions or make special arrangements
Master the agency’s CRM system to track client information, automate communications, and ensure all details are accurately recorded
Handle sensitive customer information with the utmost care and confidentiality
Potentially provide end-of-day activity reports to track productivity and accomplishments

Requirements

Exceptional English communication skills with perfect clarity in both speaking and listening
Meticulous attention to detail, especially when handling sensitive information like passport details and payment information
2-3 years of customer support experience, with travel industry experience being a plus
Ability to work US Eastern Time hours (9am-6pm, Monday-Friday)
Enthusiasm for learning cruise industry booking systems and procedures
Reliable internet connection and distraction-free home office setup
Strong organizational skills and ability to prioritize tasks effectively
Professional demeanor when communicating with clients and cruise line representatives
Adaptability and willingness to expand hours to potentially include Saturday coverage in the future
Passion for travel and helping others create memorable vacation experiences