POSITION SUMMARY

This position is part of the Sales organization, where the Trade Sales Agent is the first point of contact for Travel Agent/Partner calling into our contact center. This position handles inbound and outbound calls, emails, and tickets up until the time the guest sails.  Agent is responsible for selling and servicing Silversea cruises and related shore side products and services to the Travel Agent, via inbound calls.  Utilize phone calls to generate sales and help foster long-term customer relationships through great service. Work directly with the Travel Agents to manage bookings and to provide a personalized luxury customer service experience.  Work within the global sales and support teams for the achievement of customer satisfaction, revenue generation, and long-term sales goals in line with company vision and values.  Work with management to make sure that call volume is handled efficiently. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Sell Silversea cruises and related shore side products and services, using inbound and outbound phone and email conversations. 

• Effectively evaluate Travel Agent request, needs and identify products that best fit the guests needs, providing sales recommendations for our products on all Sales calls and correctly creating accurate reservations.

• Servicing existing reservations according to guest requests or help travel partners with pre-cruise requests such as refunds, adding penalties, or adjust commission in accordance with existing business rules.

• Offer group benefits and manage existing group bookings. 

• Meet assigned monthly, quarterly, and annual targets. 

• Communicate and interact effectively with decision makers, at all levels internally and externally. 

• Maximize all opportunities in the process of closing a sale; service existing cruise bookings booked direct, and exercise upsell opportunities throughout the life of the customer relationship. 

• Sell consultatively, using active listening skills, and make recommendations to prospects and clients.   

• Quickly apply new skills and multi-task to achieve peak levels of performance.

• Responsible for correctly capturing pertinent information and payments during all interactions with guests, utilizing company-supported technology tools and processes.  

• In cases where Sales opportunities are not closed, providing all necessary information to pass along to ensure we are maximizing the company’s marketing return on investment (ROI). 

• Adhere to all company policies, procedures and business ethics codes.

• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

QUALIFICATIONS, KNOWLEDGE, AND SKILLS

• Ability to demonstrate sales and customer service skills.

• Proficiency in English of at least B2 CEFR level.

• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity. 

• Maintain professional internal and external relationships that meet company core values. 

• Work both in a small local team and within a larger global team in a highly motivated, competitive environment towards a common goal.

• Computer knowledge and skills required.

• Must adhere to assigned schedule or work requirements.

• Proactively establish and maintain effective working team relationships with all support departments. 

Please refer to job description.