Cruise Concierge

Here at Luxury Escapes, our mission is to delight our customers with incredible deals for the world's best holidays.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Awarded one of the best places to work multiple times our employee experience is king here, with lunches provided 5 days a week, an onsite gym with state of the art change facilities, weekly events, monthly recognition programs, the opportunity to experience the travel we offer and significant professional development opportunities, we do what we can to make you look forward to waking up every day!

We are seeking an experienced full time Cruise Concierge Agent to join our exceptionally talented team in Melbourne.

Our Tours Concierge Agents strive to deliver an exceptional post purchase experience for all customers, actively promoting Luxury Escapes products with a view of delivering a world class customer journey for Luxury Escapes member and nurturing customers from booking up until they return from their trip. 

You will be responsible for:

• Offer excellent customer service by providing customers with general information relating to cruise services, packages, and pricing.  
• Answer multiple cruise enquiries promptly, competently, and professionally via various communication channels, including inbound and outbound calls, emails, and cases via Salesforce. 
• Proactively monitor customer and partner queries and contacts via relevant communication channels.  
• Facilitate a constructive and ongoing working relationship with customers during the pre-departure process.  
• Ensure all customer contact is accurately recorded in the appropriate systems/databases to assist with future contact or follow-up.  
• Maintain an up to date and accurate knowledge of LE Cruise campaigns, product benefits (inclusions etc.) as well as cruise status and allocation.  
• Overseeing cruise process from end of campaign through to each cruise departure date - customer facing and external partners.  
• Deliver an exceptional experience for all customers, actively promoting Luxury Escapes products with a view of retaining customers and increasing overall margin opportunities. 

What we are looking for:

• You will have exceptional verbal and written communication skills, attention to detail, excellent customer service skills including conversation control, written etiquette, handling multiple conversations at once, queue management.
• High level of initiative and problem-solving skills.
• Previous experience in the Travel Industry, ideally Cruise - either customer support/bookings or front office. 
• Ability to build customer loyalty by providing an exceptional level of customer service and satisfaction.
• Ability to develop strong relationships with internal and external stakeholders.
• Previous experience in the Travel Industry, ideally tours - either customer support/bookings or front office.
• Sound understanding of the end-to-end travel sales process 

What's in it for you?

• First class health and well-being program including onsite yoga, meditation, onsite gym, daily breakfast, lunches 5 days a week, fruit and an exceptional EAP offered.
• Access to experience the travel we sell via famil trips.
• Fun & flexible working environment - Friday afternoon onsite gatherings (wine included!), monthly celebrations and recognition programs.

If this sounds like you and you feel you have the skills and experience to meet the requirements of the role, please apply online today!

At Luxury Escapes we embrace diversity in our people and make hiring decisions based on experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview process. 

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.