The Cruise Globe

Customer Support

• Review and categorise inbound leads by urgency and intent, enriching CRM records with essential information and flagging high-priority opportunities.
• Conduct comprehensive availability and pricing searches across GTC and supplier systems to prepare structured rate comparisons and itinerary summaries for advisors, while actively monitoring inventory for specific sailings of interest.
• Build and format professional quote documents within the CRM, manage delivery via official channels, and execute proactive follow-ups to ensure all outstanding quotes are chased and records are updated accurately.
• Manage comprehensive data entry and record-keeping within booking and GTC systems, including manual entries and the preparation of all client-facing itinerary documents for advisor review, while tracking commission status and key post-booking lifecycle dates.
• Oversee the pre-departure lifecycle by chasing final payments, coordinating cabin assignments and special requests through supplier portals, and arranging add-on components, such as transfers and excursions, while ensuring all milestones are meticulously logged in the CRM.
• Facilitate the complex logistics of group travel by collecting passenger details, maintaining accurate rooming lists and manifests, and tracking individual deposit and payment deadlines across multiple travellers under the advisor’s direction.
• Close the booking loop by updating CRM records with voyage details, customer preferences, and satisfaction indicators, while enrolling travellers in post-cruise email sequences and preparing detailed records to facilitate the advisor’s future repeat booking outreach.
• Manage professional, written interactions via email and WhatsApp to handle routine milestone check-ins and factual queries under your own name, while strictly identifying and escalating sensitive issues, such as complaints, pricing negotiations, or disruptions, directly to the advisor.
• Maintain a proactive presence within the agency’s Slack workspace to provide responsive, flexible support across both UK and US markets. You will ensure that all documented processes and scripts are followed precisely and flag any workflow gaps for review.
• Deliver accurate weekly and monthly pipeline and booking reports that track lead-to-booking conversion data and maintain up-to-date records of booking status to support the Head of Agency’s strategic oversight.

Travel Sales Support Specialist, Cruise