Company Info

For over 15 years, more than 33 million visitors and over 500,000 clients have enjoyed our award-winning service here at International Voyager. We’re proud to say that we offer responsive, hassle-free vacation planning for global travelers. We’re thrilled to inspire bucket lists, family reunions, honeymoons, dream vacations and more! Join our growing Inc. 5000 award-winning team, revolutionizing travel planning and online booking, and begin helping our guests build memories for a lifetime. Your dream job starts here. 

We offer health & wellness benefits, retirement plans, casual environment, free or discounted travel, Monday meetings with a fun flare, Friday afternoon club and paid time off. 

Location

International Voyager’s new headquarters are in the heart of Morristown, New Jersey - an area full of hip restaurants, rich culture and history. Less than an hour train ride from New York City, Morristown offers all the perks of living in the suburbs while still being a short distance from the city. 

Responsibilities

We are looking for enthusiastic, motivated, Cruise Concierges to help provide WOW service for our world-class service team. You will be responsible for providing outstanding service over the phone and maintaining good customer relationships. 

An effective Cruise Concierge must be an excellent communicator and have superior people skills. They’re patient, empathetic, and passionately communicative and most of all, love to talk. Cruise Concierges can put themselves in their customers’ shoes and advocate for customers by negotiating with suppliers when necessary. Problem-solving also comes naturally to cruise concierges. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

Here are some of the important responsibilities that are vital to our service standards:

• Work with potential or existing customers via inbound and outbound calls and chats to inform them about a product or service using scripts
• Make outbound calls to add insurance, shore excursions, flights and hotels
• Take and process orders in an accurate manner
• Go the “extra mile” to meet customers’ needs
• Alert supervisor or manager if systems are not working properly
• Report any errors you find using the error report form
• Fill out cancellation forms
• Apply payments correctly in all systems
• Make changes in all systems
• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Cooperate with clients to determine their needs and advise them appropriate destination, modes of transportation, travel dates, costs and accommodations
• Take action with occurring travel problems, complaints or refunds
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents using our CRM and Sales System
• Follow communication procedures, guidelines and policies
• Redeem Consumer Promotions
• Send text alerts when necessary
• Notify customer of itinerary changes
• Respond to Facebook direct messages
• Submit check request for customer refunds to Supervisor
• Professionally handle failed payments
• Contact customers for final payments
• Update bookings and customer profiles
• Follow communication “scripts” when handling different topics

Requirements

Here’s what we need from you:

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree
• Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems
• Excellent English communication 

If you meet the requirements and want to apply, fill out an application.