Personal Yacht Consultant at Marc-Henry Cruise Holdings in Remote

This role is for passionate, enthusiastic and friendly guest experience individual who enjoy being part of a dynamic team, learning new skills, and a keen desire to make a difference while contributing to the future of a start-up brand. The Yacht Consultant will be responsible for all aspects of the guest’s booking journey including but not limited to itineraries, destination experiences and pre/post travel inquiries. Through inbound and proactive client contacts, the Private Client Services Yacht Consultant will cultivate personal relationships, gain an understanding of the guest's needs and become a trusted resource.

KEY ACCOUNTABILITIES

• Provides best in class luxury service to our guests and Travel Advisors, hosting them via phone, video, e-mail, chat, and/or in person.
• Supports the Sales Organization by building strong relationships with our guests and Travel Advisor community.
• Exceeds all guest expectations and must be capable of meeting specific objectives relating to overall customer satisfaction and company goals. This would include meeting assigned monthly, quarterly and/or annual targets.
• Exhibits critical thinking/problem solving skills to address guest questions or issues to deliver a world-class experience.
• Interact with essential internal departments professionally to ensure guest needs are met and to deliver a superior guest experience.
• Be an expert and reference in the use of our technology systems, Salesforce, and Versonix Seaware to deliver a personalized, luxury guest experience.
• Provides feedback on the quality and efficiency of customer support processes and be able to suggest enhancements when they see fit.
• Acquires in-depth company and luxury hospitality industry knowledge to articulate yacht product features, benefits, pricing, and make recommendations of itineraries.
• Maintain accurate records of all clients and potential clients, utilizing company-supported technology tools and processes.
• Adhere to all company policies, procedures and business ethics codes.
• Other duties as assigned by supervisor.

QUALIFICATIONS 

• Minimum of two years of experience in a contact center is highly desired.
• Fluent in oral and written English. Spanish and Portuguese a plus.
• Comfortable using IT systems daily, knowledge of Versonix Seaware and Salesforce is an advantage.
• Service oriented and self-motivated with a high level of professionalism.
• Able to work full time on weekends and off-hours to support global markets and time-zones.
• Excellent organizational skills, with the ability to handle multiple tasks.
• Keen ability to develop rapport with guests and maintain strong relationships, while ensuring the guest receives world-class service.
• Previous experience within the Luxury, Travel, and Hospitality sector is preferred.
• A genuine knowledge and interest in global travel destinations.

TECHNICAL QUALIFICATIONS

• The employee must have a space in his or her place of residence that is free from distractions, including any background noise that impacts the customer’s experience.
• The work environment should be kept in a tidy condition and suitable for the safe keeping of confidential and sensitive customer information.
• Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers.
• Your device must be directly connected to the router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection.
• Must be able to certify compliance with requirements regarding internet speed and connection.