- Review and categorise inbound leads by urgency and intent, enriching CRM records and flagging high-priority opportunities.
- Conduct comprehensive availability and pricing searches across GTC and supplier systems.
- Build and format professional quote documents within the CRM, manage delivery, and execute proactive follow-ups.
- Manage comprehensive data entry and record-keeping within booking and GTC systems, including manual entries and itinerary preparation.
- Oversee the pre-departure lifecycle by chasing final payments, coordinating cabin assignments, and arranging add-on components.
- Facilitate the complex logistics of group travel by collecting passenger details, maintaining manifests, and tracking payment deadlines.
- Update CRM records with voyage details, customer preferences, and satisfaction indicators post-cruise.
- Manage professional, written interactions via email and WhatsApp for routine milestone check-ins and factual queries.
- Maintain a proactive presence within the agency’s Slack workspace to provide responsive support across UK and US markets.
- Deliver accurate weekly and monthly pipeline and booking reports that track lead-to-booking conversion data.