Travel Consultant/Specialist – German speaking
- Prague
- On-site
This position is onsite at our beautiful new office located in Praha 8.
About the role:
As a passionate, experienced travel consultant, you will be at the forefront of customer interactions, bringing our incredible expedition cruise experiences to life and bringing customers closer to their trips of a lifetime.
You will embark on a 9-week training and onboarding program to learn about our incredible guest experience, that changes the way they see the world. We take curious travellers to incredible destinations, sustainably and in true expedition style. We bring them off the beaten track, to remote landing sites across the Arctic, Antarctic, and Galapagos, and truly engage with and sustain remote communities.
You are a passionate, experienced travel consultant who will delight our guests by offering an unforgettable experience from their very first call. You will be responsible for providing exceptional levels of service, to both our B2B and B2C customers, seeking an unforgettable life-changing experience, converting, and retaining them throughout their guest lifecycle.
What we offer:
Key Responsibilities:
- Maintaining regular contact with customers/guests and suppliers throughout to ensure total satisfaction, on both inbound and outbound calls and emails.
- Understanding of customer needs for effectively converting them to guests via inbound or outbound contact to reach and exceed sales targets and delight guests.
- Identifying, escalating, and resolving any client complaints quickly and efficiently.
- Offering expert advice and personal recommendations on enhancements to guest experience, whether through suite experiences, upgrade packages, excursions, or pre- and post-trips.
- Entering, updating, and documenting all customer information into the customer relationship & management (CRM) and booking systems, according to standard operating procedures.
Skills & Requirements
About you:
- German language skills requirements are that you can speak and write to a minimum business C1 level.
- You are a passionate explorer, with an unquenchable enthusiasm for travel and delivering unforgettable experiences to travellers.
- An experienced travel consultant professional with proven previous customer service experience in a sales environment and/or travel/cruise industry along with experience working with KPIs and towards sales targets.
- Good numeracy to understand a guest’s budget constraints, company policies and cost drivers, and commercial levers.
- You learn fast, adapt to changes and different styles, and proactively seek to continuously update your knowledge of HXs’ experiences, products and services and seek feedback on your own interactions and performance.
- You thrive under pressure and maintain professional composure even with challenging customers.
- Possess drive and energy to reach and exceed specified sales goals.
- Have a “can do” solution mindset and are able to multi-task
- You have demonstrated knowledge of Microsoft Office applications, and CRM software, and experience with travel reservations systems is a plus.
- Passionate about customer care, you are willing to be available for crisis training and on-call support if/when required.
- You will be passionate about living and breathing our HX Spirit and values.
Points to note:
- The operating hours during training (3 weeks) Monday-Friday 09:00-17:30 CET
- Onboarding/shadowing and general operating hours: 11:00 - 19:30 CET
- As we develop and grow our team in Prague, the shifts and times will be adjusted to serve the needs of our guests around the world. Work schedules will be communicated 1-month in advance.
- On average, our Travel Consultants earn an extra 15% of their base pay in sales incentives, with top performers earning up to 50% more. Actual earnings may vary based on individual performance.
- You will be invited to familiarisation trips onboard our incredible Expedition Cruise ships to truly understand our proposition and effectively sell it.
#LI-Onsite
Great Place to Work
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Passionate Explorers - We are proud of our history and are driven to create more.
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‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.
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Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.
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Genuine Interactions - We want all people to be their true selves.
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Humble Leadership - We have a short distance between leaders and teams.
About the company
Since 1896, HX have championed sustainability in the expedition cruise sector. From launching the world’s first battery-hybrid expedition cruise ships to banishing heavy fuel oil and single use plastics from our fleet. We are at the forefront of driving sustainable practices in expedition cruises that prioritise greener travel.
For nearly 130 years we have been committed to continuously improving what we do for our guests but also for the people we work with.
We are a group of explorers who want to seek out the very best journeys for our guests but also for ourselves. We take our guests on big life-changing adventures, from the stunning wilderness of the Arctic to the incredible creatures on the Galápagos Islands all on our purpose-built expedition ships. Our HX fleet explore hundreds of destinations in over 30 countries across 5 continents.
Our ambition is strong and lofty – we want to become the number one sustainable expedition brand in the world. But we recognise we need passionate explorers, with can-do mindsets, humble leadership skills which bring people together for genuine interactions in a supportive and collaborative way.
As a newly branded company built on a 130-years heritage, HX is at an exciting new chapter and as we embark on this new journey, we believe your skills and passion could thrive. We are looking for talented explorers who want to join us on our exciting expedition to growth and success. This could include travelling and working in amazing HX hubs both on sea and land. From our impressive new Headquarters in London to our state-of-the-art Customer Service Centre just opened in Prague as well as various offices across Europe, the US and APAC.
One thing you’ll find whether on sea or land is a group of people, all connected with the same mindset and purpose - we want to explore more, champion sustainability and become the world’s very best expedition cruise operator.
Katarina Kapustova | Contact Person
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