International Voyager, Inc - Career Opportunities

Careers

Work with us in one of the most fun, thrilling industries — travel! Explore our latest exciting travel industry career openings.

Luxury Cruise Concierge

Job Title
Luxury Cruise Concierge
Job ID
27359089
Location
Morristown,  NJ 07960
Other Location
Description

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.

Option 1: Create a New Profile

Our Partners

International Voyager is an incredible partner to Royal Caribbean. They know the importance of having a human touch in this industry, even when operating as an online travel agency. Customer service comes first for them and it’s clearly taken them far. Simply by ensuring that each and every customer is satisfied, they’ve built a following of loyal repeat clients. Royal Caribbean couldn’t ask for a more trusted partner to plan our guests’ crusie vacations.

Vicki Freed

Senior Vice President
Royal Caribbean International

#

International Voyager and Celebrity Cruises have been working together for the last 10 years, and we have been able to forge a successful partnership, mainly due to them having an elite executive team, cutting edge technology and dynamic booking engine. I am confident that this partnership will continue to thrive and evolve for ten more years and beyond.

Dondra Ritzenthaler

Senior Vice President, Sales
Celebrity Cruises

#

Cruise Direct and Costa Cruises have enjoyed a longstanding business relationship driven by their team's passion for the industry, their clients and our guests. They are experts at matching their cruise clients to the appropriate product thus insuring an enjoyable and memorable vacation experience. We appreciate their knowledge and enthusiasm for Cruising Italian Style on Costa which has resulted in outstanding customer satisfaction.

‎Scott Knutson

VP Sales & Marketing
Costa Cruises

#

International Voyager continues to evolve and excel in a very fast paced and ever changing industry. John Maguire and his team deliver our brand as well as their customers with cutting edge technology and personal touch service. International Voyager’s team is creative, goal driven and will buck the status quo. It is these attributes that distinguish International Voyager from other travel companies and why we hold them in high regard. 

Adolfo Perez

Senior Vice President
Carnival Cruise Line

#

International Voyager has been a valuable member of Vacation.com and we are very proud of the relationship we share with them. They are very passionate about selling travel and are focused on selling Vacation.com preferred suppliers. They also recognize the value of their Vacation.com membership by taking full advantage of programs we offer. We enjoy working with International Voyager and look forward to continued success.

John Lovell

President
Travel Leaders Network and Leisure Group

#

Norwegian Cruise Line has enjoyed a great decade long relationship with International Voyager. They have the unique quality of being able to handle large volume with personal, intimate service because of their flexible technology that matches marketing to customers based on their personal behavior.  The International Voyager team is also one of the most nimble teams in the industry, allowing them to take advantage of our ever-changing environment.

Andy Stuart

President & CEO
Norwegian Cruise Line

#