Expedition Travel Specialist - German speaking

A bit about the role: Please note: This is a telesales role, with KPI’s and STI incentives, not account management. 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 6-week orientation program to learn about our incredible guest experience, that changes the way they see the world whilst also experiencing our product first hand as part of our familiarisation trip programme. 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 that 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.

Key Responsibilities:

• Maintain regular contact with customers/guests and suppliers throughout to ensure total satisfaction, on both inbound and outbound calls and emails.
• Utilize effective sales consulting techniques to understand customer needs, converting them to guests via inbound or outbound contact to reach and exceed sales targets.
• Continuously monitor and communicate guest feedback, and proactively improve processes and documentation in collaboration with global colleagues.
• Offer expert advice and personal recommendations on enhancements to guest experience, whether through suite experiences, upgrade packages, excursions, or pre- and post- trips.
• Enter, update, and document all customer information into the customer relationship & management (CRM) and booking systems, according to standard operating procedures.

About you:

• English and German language skills at a minimum business C1 level.
• A passionate explorer, with enthusiasm for travel and delivering unforgettable experiences to travellers.
• Proven previous customer service experience in a sales environment and/or travel/cruise industry along with experience of working with KPI’s and towards sales targets.
• Good numeracy skills to understand a guest’s budget constraints, company policies and cost drivers, and commercial levers.
• Learning agility: ability to learn fast, adapt to changes, and proactively update knowledge of HXs’ experiences, products, and services.
• Ability to thrive under pressure and maintain professional composure with challenging customers.
• Drive and energy to reach and exceed specified sales goals.
• High customer-centric belief and proven collaborative interpersonal skills to work effectively in a team-based environment.
• “Can do” solution mindset and ability to multi-task.
• Knowledge of Microsoft Office applications, CRM software, and experience with travel reservations systems is a plus.
• Experience with flight GDS systems is highly desirable.
• Willingness to be available for crisis training and on-call support if/when required.
• Passionate to advocate our HX Spirit and values.

Points to note:

• Hours: Working hours in general are 40 hours a week, including weekend work on a shift pattern to cover our opening hours. E.g. 8am-7pm Monday -Friday, 8am-6pm Saturday and 9am-5pm Sunday (generally 2 in 4 weeks).
• Position is phone-based guest sales (inbound and outbound guest calls), within a shift environment. Hybrid working will be an option after training and onboarding, typically 3 days in the office. During promotions and critical peaks, office-based work will be required.
• Earnings: During the initial 6-week period, you will receive a guaranteed commission payment equivalent to your standard KPI conversion. 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.
• Development: You will be invited to a familiarisation trip within your first 9-12 months in the role, to experience our guest experience firsthand.