Expedition Travel Specialist/Service - West Coast

A bit about the role:

As a passionate, experienced travel consultant, you will be at the forefront of guest interactions, helping bring our incredible expedition cruise experiences to life and assisting guests with their trips of a lifetime.

You will embark on a 4-week orientation and training 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 customer service professional 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, servicing them and retaining them throughout their guest lifecycle.

Key Responsibilities:

• As a passionate guest advocate, you will have contact with guests and suppliers to ensure total satisfaction, on both inbound calls and emails.
• As an effective customer service professional, you have demonstrable, effective skills to understand guest needs, via inbound or occasional outbound contact to reach and exceed service levels and delight guests.
• Passionate about continuous improvement, you will continuously monitor and communicate guest feedback, and proactively improve processes and documentation in collaboration with global colleagues. You will also identify, escalate, and resolve any client complaints quickly and efficiently.
• As a passionate explorer, you will offer expert advice and personal recommendations on enhancements to guest experience, whether through suite experiences, upgrade packages, excursions, or pre- and post- trips.
• You will handle service calls and overflow sales calls with guests. This will help you to understand the guest journey in more detail and increase opportunities to continuously enhance the guest experience.
• As an accountable colleague to all ship and shore operations and quality measurement, you will enter, update, and document all guest information into the guest relationship & management (CRM) and booking systems, according to standard operating procedures​.

About you:

Knowledge & Skills:

·English language skills requirements are that you can you speak and write fluently.

·An experienced customer service professional with proven previous guest service experience in a customer service environment and/or the hospitality industry along with experience of working with KPI’s.

·You have high-guest centric belief and proven collaborative interpersonal skills to work effectively in a team-based environment.

·You have the ability to understand company policies, cost drivers, and commercial levers.

·You have demonstrated knowledge of Microsoft Office applications, CRM software, and experience with travel reservations systems is a plus.

·Passionate about guest care, you are willing to be available for crisis training and on-call support if/when required​.

Key Personal Attributes/Behavioural Competencies:

·You are a passionate explorer, with an unquenchable enthusiasm for travel and delivering unforgettable experiences to travellers.

·Learning Agility: You learn fast, adapt to changes and different styles, and proactively seek to continuously update your knowledge of HXs’ experiences, products and services and seek feedback on your own interactions and performance.

·You thrive under pressure and maintain a professional composure even with challenging guests.

·Possess drive and energy to reach and exceed specified goals.

·Have a “can do” solution mindset and are able to multi-task.

·You will be passionate to advocate our HX Spirit and values.

·Self-driven and independent, yet with a will to ask and understand.

·Relationship building & influencing skills.

·Curious and dedicated

·Effective & confident communication skills

·Ambitious and thrives in a high-paced, international, changing work environment.

·Problem Solving Skills

·Customer Service oriented: delivering results and meeting customer expectations.

You will get:

•To be part of a dynamic and dedicated team, with highly skilled colleagues.

•Opportunities to work on a global level, with senior management.

•Excellent growth opportunities and the ability to impact with velocity. <