Inbound Customer Service and Sales Ambassador

MSC Cruises•Fort Lauderdale, FL

15d•Onsite

About The Position

Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss Hospitality and luxury in Geneva. Leveraging our parent company MSC Group’s hundreds of years of maritime expertise, our fleet of six ships (2 in service and 4 currently in the pipeline) are built and designed in a totally different and unique way that will transform and redefine the cruise experience, creating a category of its own, appealing to the next generation of luxury travelers. We are seeking a service oriented and results-driven Explora B2C Inbound Ambassador to join our team in the luxury travel industry. This role focuses on engaging and providing exemplary service to high-net-worth guests, travel enthusiasts, and discerning travelers. The ideal candidate is passionate about luxury travel, possesses exceptional communication skills and a proven track record in sales . An Explora Journeys B2C Sales Ambassador is responsible for the effective handling of all individual guests’ requests via phone, email, and chat, in line with Service Standards & Procedures. We offer a lucrative base + bonus and a collaborative, supportive workplace culture. If you are motivated by providing high level customer service, possess exceptional communication skills, and have a flair for delivering luxury, guest-centric experiences, we would love to welcome you to the Explora Journeys family.

Requirements

Outstanding interpersonal skills
Very strong written and verbal skills, including the ability to tailor messaging to diverse audiences
A genuine knowledge and interest in global travel destinations.
Creative and resourceful problem solver with a commitment to upholding the highest standards of professionalism and integrity
Guest-centric approach to sales
Minimum of 2 years of experience in a contact center in luxury hospitality or the cruise lifestyle sector is preferred
Strong command of CRM systems (e.g., Salesforce), Microsoft Office Suite, and familiarity with reservation booking systems (ideally Seaware)
Fluent in oral and written English
Full-time position with flexibility to work shifting schedules to support global markets and time zones.

Nice To Haves

Spanish and French are a plus

Responsibilities

Communicate with guest to understand their unique travel preferences, lifestyle, and expectations
Demonstrate expert knowledge of Explora Journeys’ products and brand and propose personalized travel itineraries to include hotels and transfers, onboard experience and destination experiences that aligns with guests’ preferences and interests
Stay informed about the latest trends in luxury travel, destination insights, and exclusive offerings to provide guests with unparalleled expertise.
Accurately document all guest interactions and follow-ups in the CRM (Salesforce)
Convert B2C guest inquiring about a journey into a booking
Ability to build trust and rapport with high-net-worth individuals
Meet and exceed monthly, quarterly and annual conversion targets
Maintain strong working relationship with the broader Explora Experience Centre, and other cross-functional teams, to ensure seamless service delivery and operational efficiency.