Inbound Sales

Crystal Cruises•Aventura, FL

4d•Hybrid

About The Position

Job Summary Crystal Cruises is seeking a highly motivated and experienced professional to join our Trade Reservations Team. As a core member of our high-performance inbound sales team, you will drive revenue growth by closing cruise sales from inbound calls and supporting our valued Travel Partners. This role is ideal for someone with strong sales acumen, a passion for luxury travel, and a deep commitment to service excellence. 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. A&K Travel Group is a global lifestyle and travel company that sets the standard for refined and personalized travel experiences. For more than three decades Crystal has been synonymous with exceptional, award-winning voyages. In 2022 AKTG acquired the Crystal brand and its two vessels, Crystal Serenity and Crystal Symphony, ushering in a new era of Exceptional at Sea.

Requirements

Minimum 1 year of sales experience in a call center environment.
Strong verbal communication skills including professional telephone etiquette.
Strong customer service skills.
Ability to answer calls in a timely and professional manner and deliver the high-quality service that is required of a Crystal Cruises representative.
Excellent interpersonal skills and ability to tactfully deal with difficult travel agents and guests.
Must possess a courteous, positive, team-player attitude.
Must be able to provide knowledgeable, friendly, and efficient service.
Responsible for maintaining thorough knowledge of product, policies, and procedures.
Demonstrated knowledge of Microsoft Office applications, CRM system, and experience with travel reservations systems a plus.
Demonstrate an ongoing effort to secure reservations by requesting to reserve a new booking on all rate quotes.
Ability to quickly learn and maintain current knowledge of Crystal Cruises’ products and services.
Within reasonable accommodation, ability to view and read PC monitor, training, and reference material, as well as operate keyboard and PC mouse.
Within reasonable accommodation, ability to remain seated for extended period, determined by length of scheduled shift.
Flexible with working any schedule, including late shifts and weekends.

Nice To Haves

2 years’ sales and luxury customer service experience preferred.
Demonstrated knowledge of Microsoft Office applications, CRM system, and experience with travel reservations systems a plus.

Responsibilities

Meet or exceed sales goals by booking luxury cruises and optional packages (air, hotel, land, insurance).
Handle inbound phone calls with professionalism, courtesy, and efficiency.
Demonstrate strong product knowledge and confidently answer questions about Crystal Cruises ships, destinations, itineraries, and policies.
Ensure complete accuracy in all bookings and call documentation.
Maintain an abandonment rate to the minimum by answering calls promptly.
Maximize conversions even on non-booking calls by collecting complete profile data in OneIS.
Monitor and manage confirmation emails and resolve issues promptly.
Review incoming department emails and route them appropriately.
Assist travel partners with questions, troubleshooting, and updates on new or existing bookings.
Provide top-tier service to direct guests and Travel Partners using a consultative approach.
Collaborate across departments to ensure seamless cruise booking and service experience.
Utilize CRM and reservation systems to maintain guest history and follow-ups.
Actively participate in ongoing training and sales performance development.
Stay updated on Crystal’s offerings and travel requirements (e.g., visas, vaccines).
Recommend improvements to processes, systems, and guest experience.
Support departmental and company-wide sales initiatives and projects.
Performing other job-related functions as assigned.