Travel Consultant - Sales Team Lead - German speaking
- Prague
- On-site
This position is onsite at our beautiful new office located in the Prague 8 area.
Our first 9-week training will have a start date of 2nd September, with the following being November.
We are unable currently to offer relocation or sponsorship.
A bit 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 lead a team of travel consultants to ensure they delight our customers by offering an unforgettable experience from their very first call. They 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.
You will embark on a 9-week orientation 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.
Key Responsibilities:
- Responsible for the day-to-day management of the sales and service team
- Drive established KPI’s and create individual performance plans with each Travel Consultant ensuring they are effectively converting them to guests via inbound or outbound contact to reach and exceed sales targets and delight guests.
- Coach and develop the Travel Consultants skills to ensure ongoing high professional standard is achieved
- As a passionate guest advocate, you will contact customers/guests and suppliers, when necessary, to ensure total satisfaction, on both inbound and outbound calls and emails.
- Ensure objectives, sales standards, processes, and structures are appropriate and embedded throughout the team
- Escalate/report all serious sales support issues and possible monetary exposure to supervisor immediately along with remedial recommendations for a positive outcome
- Provide performance & KPI reports on team to various stakeholders along with recommendations for improvements in general processes and systems
- Collaborate effectively with multiple teams and linkages to improve efficiency and customer satisfaction
- As an accountable colleague to all ship and shore operations and quality measurement, you will ensure the team are 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 Business Level language skills and English minimum C1 level - both written and spoken.
-
Previous experience leading and managing a team in a customer service/Travel/Cruise environment is preferred.
-
Also required is an understanding of the service /sales centre's infrastructure and way of working.
-
Working knowledge of local labour law would be advantageous.
-
Enthusiasm for travel and a passion for delivering unforgettable experiences to customers.
-
Ability to quickly learn and maintain current knowledge of HXs’ products and services.
-
Ability to work well and maintain a professional composure while under stress and pressure.
-
Possess a strong drive and high energy to reach and exceed specified sales goals.
-
Interpersonal skills to work effectively in a team-based environment.
-
Have a “can do” mindset and ability to multi-task
-
Demonstrated knowledge of Microsoft Office applications, CRM software, and experience with travel reservations systems is a plus.
-
Be available for crisis training and on-call support when required.
-
Advocate our HX Spirit and values.
Points to note:
- The operating hours during training Monday-Friday 09:00-17:30 CET
- Flexible scheduling is required. 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.
- You will be invited to familiarisation trips onboard our incredible Expedition Cruise ships to truly understand our proposition and effectively sell it.
Great Place to Work
-
Passionate Explorers - We are proud of our history and are driven to create more.
-
‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.
-
Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.
-
Genuine Interactions - We want all people to be their true selves.
-
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
Powered by
