Travel (Cruise) Sales Support Specialist

Job Description

Location: Remote (Philippines)

Contract Type: Full-time contract

Salary: ₱70,000 (PHP) per month (and an additional 13th month pay)

Reporting to: Heads of Agency

Start date: Immediately

About The Cruise Globe

The Cruise Globe is a fast-growing cruise platform with over 500,000 community members and 130,000+ app users. It is co-founded with Emma Cruises, one of the world's leading cruise content creators, with over 425,000 YouTube subscribers and more than 10 million monthly views.

We have recently launched a full-service cruise travel agency - backed by Global Travel Collection (GTC), part of the Internova Travel Group. The agency handles bookings for the Globe community, converting high-intent inbound leads from people who already know and trust the brand.

This is not a cold-sales operation. Our leads come to us already engaged and interested. The agency is built to serve them brilliantly.

The Role

We are hiring a Cruise Sales Support Specialist to serve as the operational engine of our rapidly growing agency. You will be the "right hand" to our Heads of Agency (Senior Advisors), ensuring every lead is handled with precision and every booking is executed flawlessly. Our Heads of Agency are relationship-focused experts. Your focus will be on protecting and maximising their time. By owning the research, lead triage, and complex administrative workflows, you’ll allow the advisors to focus on what they do best: building trust and closing bookings for our global community.

How You’ll Work

This is a fully remote, home-based role where you will work primarily within Slack, managing a fast-paced flow of research requests, quote builds, and customer check-ins. This is a non-call-based role, and all communication with customers is via email and WhatsApp. You will use your deep cruise and/or travel knowledge to prepare structured options that position the advisor and agency as exceptional to our clients.

The Future

We view this as a foundational role. For those who demonstrate mastery of our systems and maintain a high standard of communication, there is a clear path to progression and growth within the company.

What You Will Do: The mix of these tasks will depend heavily on the requirements of the Heads of Agency. This is intended to be a comprehensive list of potential tasks.

• Lead Triage and CRM Management: Review and categorise inbound leads by urgency and intent, enriching CRM records with essential information and flagging high-priority opportunities to ensure advisors are fully prepared for every customer conversation.
• Research and Rate Sourcing: Conduct comprehensive availability and pricing searches across GTC and supplier systems to prepare structured rate comparisons and itinerary summaries for advisors, while actively monitoring inventory for specific sailings of interest.
• Quote Preparation and Sending: Build and format professional quote documents within the CRM, manage delivery via official channels, and execute proactive follow-ups to ensure all outstanding quotes are chased and records are updated accurately.
• Booking Administration: Manage comprehensive data entry and record-keeping within booking and GTC systems, including manual entries and the preparation of all client-facing itinerary documents for advisor review, while tracking commission status and key post-booking lifecycle dates.
• Pre-Cruise Servicing: Oversee the pre-departure lifecycle by chasing final payments, coordinating cabin assignments and special requests through supplier portals, and arranging add-on components, such as transfers and excursions, while ensuring all milestones are meticulously logged in the CRM.
• Group Booking Administration: Facilitate the complex logistics of group travel by collecting passenger details, maintaining accurate rooming lists and manifests, and tracking individual deposit and payment deadlines across multiple travellers under the advisor’s direction.
• Post-Cruise Follow-Up Administration: Close the booking loop by updating CRM records with voyage details, customer preferences, and satisfaction indicators, while enrolling travellers in post-cruise email sequences and preparing detailed records to facilitate the advisor’s future repeat booking outreach.
• Customer Communication (Email and WhatsApp): Manage professional, written interactions via email and WhatsApp to handle routine milestone check-ins and factual queries under your own name, while strictly identifying and escalating sensitive issues, such as complaints, pricing negotiations, or disruptions, directly to the advisor.
• General Operations: Maintain a proactive presence within the agency’s Slack workspace to provide responsive, flexible support across both UK and US markets. You will ensure that all documented processes and scripts are followed precisely and flag any workflow gaps for review.
• Reporting and Data: Deliver accurate weekly and monthly pipeline and booking reports that track lead-to-booking conversion data and maintain up-to-date records of booking status to support the Head of Agency’s strategic oversight.

What’s Not Involved:

• Phone calls: All communication is digital (email/WhatsApp), allowing you to focus on high-quality written output and administrative accuracy.
• Crisis handling: To maintain our high-trust community relationships and ensure guest safety, all travel emergencies, significant ship diversions, and sensitive situations, including complaints, disruptions, or refund requests, are escalated immediately to the Heads of Agency or senior leadership for resolution.
• Social media involvement: As a content-led agency with a massive global social media presence and community, we have dedicated teams to manage our public-facing content. To ensure you can focus entirely on the booking lifecycle and providing administrative excellence, we want to be clear that you will not be responsible for social media management, content creation, or marketing production tasks.

Requirements

What We’re Looking For: Candidates must have prior experience working in a travel agency or cruise-related role. Applications without this experience will not be considered.

Essential

• Demonstrable experience working in a travel agency, travel operations or cruise environment.
• Solid working knowledge of cruise products - lines, ship types, itineraries, and cabin categories.
• Strong written English: clear, professional, and accurate in all customer-facing communication.
• Highly organised, with excellent attention to detail.
• Comfortable working independently and managing your own task list without close supervision.
• Reliable, punctual, and responsive during contracted hours.

Desirable

• Familiarity with Internova / Travel Leaders Network systems and workflows.
• Experience supporting multiple advisors simultaneously.
• Familiarity with CRM systems and booking data management.

Requirements

• Internet: Access to high-speed fibre internet with a backup plan (e.g., a secondary ISP or pocket Wi-Fi).

Benefits

What We Can Offer:

• A starting base salary of PHP 70,000 per month (and an additional 13th month pay), with voluntary paid overtime available during busy periods.
• Work from home and join a close-knit international team that is known for its flexibility and exceptional employee retention.
• Annual salary reviews. If you demonstrate consistently exceptional performance, your base salary will be increased.

• All regular public holidays in the Philippines paid, and 10 additional paid days of annual leave.

The Process:

• First-Round Interview: Successful candidates will move to an initial interview to assess suitability for the role. This conversation focuses on your previous experience and comfort with the TCG brand and operating model.
• Final Interview: The final stage is a conversation with the CEO and, if available, the Heads of Agency. This session is designed to be straightforward and will focus on your cruise knowledge, how you work, and how you communicate.