Sales & Service Team Lead - English speaking

This position is onsite at our office in Pragues city centre.
We are ideally aiming for a start date of 2nd September.
We are unable at this time to offer relocation or sponsorship.

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 KPI’s 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 supervisor immediately along with remedial recommendations for a positive outcome
• Provide performance & KPI reports on 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 into the customer relationship & management (CRM) and booking systems, according to standard operating procedures.

About you:

• English language skills minimum business C1 level - both written and spoken
• Previous experience leading and managing a team in a customer service/Travel/Cruise environment is preferred.
• Also required is an understanding of service /sales centres infrastructure and way of working.
• Working knowledge of local labour law would be advantageous.
• Enthusiasm for travel and a passion for delivering unforgettable experiences to customers.
• Ability to quickly learn and maintain current knowledge of HXs’ products and services.
• Ability to work well and maintain a professional composure while under stress and pressure.
• Possess a strong drive and high energy to reach and exceed specified sales goals.
• Interpersonal skills to work effectively in a team-based environment.
• Have a “can do” mindset and ability to multi-task
• Demonstrated knowledge of Microsoft Office applications, CRM software, and experience with travel reservations systems is a plus.
• Be available for crisis training and on-call support when required.
• Live our HX Spirit and values.

Points to note:

• The operating hours during classroom (3 weeks) Monday-Friday 09:00-17:30 CET

• Nesting (6 weeks) is between the hours of 12:30-21:00 CET

• As we develop and grow our team in Prague, the shifts and times will be adjusted to serve the needs of our guests around the world. Work schedules will be communicated 1-month in advance.

• You will be invited to familiarisation trips onboard our incredible Expedition Cruise ships to truly understand our proposition and effectively sell it.

Play your part

Inspire the Adventure

Make tomorrow better

For 130 years, we’ve been committed to continuously improving what we do for our guests and the people we work with. Formed in 1893, Hurtigruten Group is the world’s leading adventure travel group. HX is our expedition cruise business, which takes our guests on big adventures, from the wilderness of the Arctic to the Galápagos Islands, in our purpose-built expedition ships. HX explores hundreds of destinations in over 40 countries across 5 continents.

In the last year, HX has been focussed on becoming a fully standalone business from Hurtigruten Group. We’re hard at work, splitting our systems and digital real estate, while also developing our unique brand proposition, to become the global leader in the expedition cruise segment with the world’s largest specialist expeditions fleet.

As part of our offering, we have added an additional location to our footprint, the beautiful and cosmopolitan city of Prague. Our office is in the city centre and close to all transport for easy commuting.

Join HX at an exciting time and embark on a rewarding journey where your skills and passion thrive.

Single-use plastic ban Hurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels. Hybrid Explorer ships Hurtigruten has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption. Beach cleanups Hurtigruten Expedition Teams encourage guests to take part in beach clean-ups, which results in several metric tonnes of trash every year being removed. Hurtigruten Foundation The Foundation specialises in the conservation of endangered species, fighting against marine and plastic pollution.