Agent, Digital in Weston, FL at Celebrity Cruises, Inc.

Date Posted: 1/7/2021

Job Snapshot

Job Description

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The Digital Agent will be accountable of communicating to guests what channels are available to communicate. The agent will work cooperatively with Sales and other members of the Consumer Outreach if guests’ requests to speak via the phone but will be accountable of communicating via digital channels (SMS/E-mail/Chat). They are required to meet or exceed conversion quotas on the website while increasing customer satisfaction. This position will be responsible for being the face of Celebrity Cruises by providing excellent sales and service to our customers through web, chat and email.

Essential Duties and Responsibilities:

  • Chat with guests through our Website to increase online booking conversion and increase customer satisfaction
  • Communicate with all guests booked with Consumer Outreach via SMS and E-mail to provide service on existing reservations
  • Manages the resolution process for all digital customer related issues
  • Develop strong customer relationships and responsible to respond to guests through e-mail/SMS within 12 hours
  • Strong communicator who knows how to use the right words to show friendly and empathetic service digitally
  • Create professional and friendly emails to direct guests when requested by an agent or guest
  • Analyze and identify trends and opportunities to grow our digital department area


Job Requirements

Qualifications, Knowledge, and Skills:

  • Associates degree (AA) or equivalent from an accredited college or university, or three to five years of experience and/or training; or an equivalent combination of education and experience required
  • One year of experience in high volume call center or sales/customer service work environment preferred
  • Experience with AS400 or similar reservations system required
  • Microsoft Word, Excel and Outlook experience preferred
  • Ability to write reports, e-mails and instant messages. Ability to read and proofread quickly. Must be able to type messages at over 40 word per minute with grammatical accuracy
  • Ability to work, interact, and communicate with external/internal customers at all levels. Ability to build and maintain successful customer relationships through text
  • Sales experience recommended but must be able to learn and execute sales process

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCG and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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