Cruise Travel Expert

Iglu; Rugby; On-site; GBP 25,000 - 34,000; Full time

Job summary

Iglu in Rugby, United Kingdom, is seeking a Cruise Travel Expert to deliver exceptional service and drive cruise holiday sales. You will handle calls and emails, upsell products, and maintain brand standards while building lasting customer relationships.

Training starts 9 January 2027 for six weeks, after which you contribute to team targets and KPI performance. Ideal candidates have travel industry or fast-paced call centre experience, strong negotiation skills, and solid IT proficiency with

Qualifications

• Previous travel industry experience or fast-paced call centre experience.
• Strong negotiation skills with a track record of meeting KPIs.
• Experience handling customer enquiries, calls and emails professionally.
• Good IT skills including Word, Excel and Google Docs.

Responsibilities

• Maximise sales by selling cruise holiday products and ancillaries, and upsell where appropriate.
• Switch-sell while considering customer needs and desires.
• Handle all forms of contact promptly with consistent service and company standards.
• Complete administrative tasks to set guidelines and processes.
• Meet and exceed personal sales targets and KPIs.
• Build relationships with customers, aligning tone and language with brand guidelines.

Skills

Negotiation skills

Target driven

Handling enquiries

IT skills

Tools

Word

Excel

Google Docs

Job description

Role Purpose

As a cruise travel expert you will be responsible for ensuring each customer's journey is seamless, from the first phone call or email to when they depart using your extensive knowledge of cruise lines and destinations. You will be part of an energetic and positive team. We’re after people with drive, enthusiasm and flexibility because that’s what our customers expect these days. We want enthusiastic, innovative and passionate people.

You must have previous travel experience or fasted paced call center experience.

Start date for training will be the 9th, January 2027 for 6 weeks.

Key Responsibilities:

• By using your expertise you will maximise sales through the selling of cruise holiday products, ancillaries and spot opportunities to upsell, whilst executing accuracy and diligence
• Ability to Switch sell products where needed whilst at the same time taking into account customer needs and desires.
• Ensuring all forms of contact - such as phone calls and emails are handled quickly but met with a consistent level of service and meets company standards.
• Responsible for completing all required administrative tasks to set guidelines.
• You will be accountable for meeting and exceeding personal sales targets and KPIs
• You will build valuable relationships with your customers, ensuring your tone of voice, language and contact are in line with our brand guidelines.
• Take ownership of customer experience whilst delivering a high level of customer service
• Actively working with the business to share recommendations for change based on customer feedback.
• Effectively resolve customer complaints where needed

Skills and Experience:

• Strong negotiation skills
• Target driven mindset with history of meeting and exceeding KPI’s.
• Experience of handling customer enquiries, calls and emails professionally.
• Good Standard of IT skills including but not limiting to Word, Excel, GDocs

Behavioral Role Fit:

• A real passion for travel and customer service
• A confident communicator written and spoken with proven persuasive and influencing skills.
• Ability to really listen to the customer, quickly identify their needs and make sound recommendations.
• Drive for results, commitment, loyalty and service excellence to brand and customers
• Have a positive and hard working mentality and enjoy working as part of a team.
• Thrives in a sales environment, working under pressure, is self motivated to achieve performance targets.
• Excellent attention to detail and understands the impact of errors on the business and customers.
• An expert in areas they have visited and can share that knowledge with our customers and colleagues.
• Excellent numeracy skills
• First-rate organisational skills
• Flexibility is key to the success of this role. The ability to adapt to different people, customers, challenges and ways of working.

Role Key Performance Indicators:

• Conversion
• Base Margin
• Margin per booking
• Transactions per hour
• quality and % of error free work
• attendance and adherence
• Customer Satis…