Sales Team Lead - Travel Consultant

This position is onsite at our new office based in the Prague 8 district
Our first 9-week Training & Orientation Program will have a start date of 2nd September, with the following being November, January.

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 KPIs 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 the supervisor immediately along with remedial recommendations for a positive outcome

• Provide performance & KPI reports on the 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 in the customer relationship & management (CRM) and booking systems, according to standard operating procedures.