Inside Sales Operations Executive - Cruise

Dragon Cruises (Malaysia) Sdn Bhd; Johor Bahru; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading cruise company in Johor Bahru is seeking an Inside Sales Operations Coordinator to support travel agency partners. The role involves managing bookings, CRM systems, and providing training. Ideal candidates will possess strong organizational and communication skills with 3-4 years of experience in travel or sales operations. This position offers a chance to thrive in a dynamic environment while contributing significantly to sales and partner satisfaction.

Benefits

Ship inspections

Industry events

Qualifications

• 3-4 years of experience in travel, tourism, hospitality, or sales operations.
• Strong knowledge of CRM systems and booking platforms.
• Exceptional organizational skills with impeccable attention to detail.

Responsibilities

• Support travel agency partners by processing bookings and inquiries.
• Manage CRM and booking systems to ensure data integrity.
• Coordinate training for new travel agency partners.

Skills

CRM systems knowledge

Organizational skills

Customer service mindset

Communication skills

Problem-solving abilities

MS Office Suite proficiency

Job description

Dragon Cruises (Malaysia) Sdn Bhd – Johor Bahru, Johor

Think of yourself as the ultimate behind-the-scenes hero—the person who makes sure our Business Development Managers can focus on winning deals while you keep the engine running smoothly. As our Inside Sales Operations Coordinator, you'll be the go-to partner for our travel agency network, handling everything from bookings and quotes to training and troubleshooting. If you love organizing, problem-solving, and building relationships (without leaving the office every day), this role is calling your name.

What You'll Own

Travel Partner Support Central

You're the lifeline for our travel agency partners. Handle their inquiries, process bookings and group quotes, coordinate pre-cruise details, and ensure they have everything needed to sell with confidence. Think of yourself as their trusted operations partner—the voice on the other end providing solutions, not excuses.

CRM & Systems Management

Keep our CRM, reservation systems, and booking platforms running like a well-oiled machine. Maintain accurate agency databases, process updates, ensure data integrity, and manage contract workflows. You'll be the keeper of critical information that drives our sales strategy.

Booking & Quote Processing

Process reservation requests, prepare competitive quotes for individual and group bookings, coordinate with internal teams (revenue management, operations, finance) to confirm availability and pricing, and ensure all documentation is complete and compliant. Speed and accuracy are your superpowers here.

Training & Onboarding

Support the onboarding of new travel agency partners and provide ongoing training on our booking systems, product offerings, and promotional campaigns. Create training materials, coordinate webinar sessions, and ensure agents are empowered with the knowledge they need to succeed.

Ship Inspections & Familiarization Programs

Manage our ship visit and educational inspection programs for travel agents—coordinating schedules, processing applications, liaising with onboard teams, and ensuring these valuable partnership experiences run seamlessly.

Provide critical day-to-day administrative support to our field teams. Prepare materials and presentations for business reviews, generate sales reports and performance dashboards, track KPIs, analyze booking data, and identify trends that inform strategy. Your insights help everyone make smarter decisions.

Incentive Program Management

Oversee our complimentary cruise program for the sales team—managing approvals, tracking redemptions, coordinating with revenue management, and maintaining program records. Keep the process smooth so our team stays motivated.

Marketing Materials & Communications

Distribute promotional materials, sales tools, and product updates to travel partners. Ensure they're always equipped with the latest information on itineraries, pricing, and special offers. Clear communication keeps everyone aligned.

Problem Resolution & Customer Service

Handle complaints and service issues efficiently—assign case references, apply appropriate resolution codes, coordinate with relevant departments, and ensure timely follow-up. Your calm, solution-focused approach turns challenges into opportunities to strengthen relationships.

Internal Collaboration

Work cross-functionally with marketing, operations, finance, and customer service teams to ensure seamless execution. You're the connector who keeps information flowing and processes running smoothly.

What Success Looks Like

You'll be measured by the satisfaction of our travel partners, the accuracy and speed of your operations, the quality of data management, and the level of support you provide to our BDM team. When travel agents sing your praises and our sales team can focus on closing deals because you've handled the details flawlessly—that's when you know you're winning.

What You'll Bring

• 3-4 years of experience in travel, tourism, hospitality, or sales operations
• Strong knowledge of CRM systems and booking platforms
• Exceptional organizational skills with impeccable attention to detail
• Outstanding written and verbal communication abilities
• Customer-service mindset with problem‑solving prowess
• Ability to juggle multiple priorities in a fast‑paced environment
• Proficiency in MS Office Suite (Excel, PowerPoint, Word)
• Team player who can also work independently
• Experience in the cruise industry is a plus but not required—we'll teach you everything you need to know about ships and itineraries

Why This Role Rocks

You'll be at the intersection of sales, operations, and customer success—learning the cruise business from the inside out while building valuable relationships across the industry. Plus, perks like ship inspections and industry events mean you'll experience the product you're supporting. If you love bringing order to chaos and enabling others to succeed, you'll thrive here.

Ready to Dive In?

Join our crew and become the operational backbone that keeps our sales engine sailing smoothly. Apply now and let's chart a course for your career!

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