Global Customer Service Representative - Early morning shift in Wichita, KS at Royal Caribbean Cruises Ltd.

Date Posted: 7/11/2019

Job Snapshot

Job Description

Global Customer Service Representative- Multi Skilled Shift Advocate

Please note shift hours: M-F 2:30am-2pm, 3:30am-noon Saturdays and Sundays 4 am to 11am.

 

POSITION SUMMARY:

Working within a multi skilled inbound and outbound contact center team, the Celebrity Agent role is to support both our direct guests and agents. The role is of medium complexity as the role covers guest and agent contacts from initial Sales enquiry all the way through the air and service touch points to the guest departing for their cruise holiday. The primary focus of the role is to achieve revenue targets, deliver a premium service to our Celebrity guests and to ensure that we are retaining our high value guests, through every call, email and guest interaction. This position includes managing the total vacation (air, hotel, cruise, tours, cruise) via travelbox. To ensure that personal and team KPI¿s and objectives are met while staying true to the Celebrity brand vision and core values.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Working towards revenue targets, convert Sales enquiry calls into bookings using our in-house reservation system, focusing on “right guest, right ship, right price”
  • Servicing existing bookings through our in-house Reservation System, to match our customers’ needs
  • Servicing air enquiries, using all of the relevant air booking tools (AS400, Choice Air, Amadeus etc.)
  • Accountable for taking full ownership of guest issues, “I can solve this for you.”
  • Manages total vacations inclusive of bundling: air, hotel, cruise tours, cruise, and other products using travelbox sy
  • Perform against weekly/monthly department/personal KPIs
  • Through regular monitoring, feedback and the QA process, ensure that high value guest enquiries are being converted and retained through their service experience
  • Delivering a personalized and premium level of customer service for every Celebrity guest contact, including all phone and off phone contact
  • Effectively handle guest complaints to prevent complaint reoccurrence
  • Provide a first call resolution by preempting the callers next question and to prevent unnecessary calls
  • Achieve service levels to ensure the Company; team and individual targets are met.
  • Manage email inboxes, ensure that responses are completed within the required turnaround times
  • Consistently meet and exceed the Company’s Quality Assurance Standards
  • Demonstrate flexibility to provide support and assistance to other departments when n
  • Attend regular 121’s with the Team Manager to discuss performance against targets
  • Ensure that all written responses are of a consistently high standard to prevent follow up emails
  • Engage with the QA process, to maximize performance against set goals
  • Attend cross function training to support key functions and be multi skilled when required
  • Attend regular training to become brand, product and & policy experts within the Company
  • Be fully confident in using all of the tools that relate to the role; GUI, WFM, Knowledge desk, CruiseMatch.
  • Provide accurate and timely information utilizing Company resources
  • Participate in departmental projects and tasks as required
  • Demonstrate your knowledge when speaking to guests and agents- become a knowledge expert in your area
  • Take ownership for keeping updated on system, product, brand and policy enhancements, to ensure that your knowledge is up to date

EXPERIENCE / KNOWLEDGE & SKILLS

  • Experience within the travel industry. Particularly within a cross functional customer service/sales/operational environment.
  • Experience of guest complaints desirable
  • Good attention to detail
  • Ability to multi task and work under pressure
  • Excellent interpersonal and communication skills.
  • Flexible, approachable with a passion for the business.
  • Working on a shift pattern, weekends will be worked on a regular basis
  • This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their manager
  • List specific knowledge and skills necessary to perform this job related to the Essential Duties and Responsibilities identified above
  • Advanced knowledge of company contact center systems, policies and procedures relating to Cruise Enhancements.
  • Ability to navigate PCP (Pre Cruise Planner), Customer Service Siebel, Travelbox and GUI.
  • Ability to bundle packages of various products (air, hotel, cruise tours, etc).
  • Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources.
  • Ability to communicate effectively (both verbal and written).
  • Ability to support Galapagos service calls for Xpedition ship.

 

Job Requirements

QUALIFICATIONS:

  • Bachelor’s degree (BA) preferred or equivalent combination of education
  • Preferred sales experience including upsell.
  • Excellent interpersonal skills a must.  Must be able to work across departments.
  • Strong analytical and problem-solving skills are required, along with excellent verbal and written communications.
  • Must have excellent organizational skills and be able to recall and apply standard procedures.
  • Must be available to work any 5-day period, 40 hours per week, during overnight hours.

 

PHYSICAL DEMANDS:

  • List specific physical requirements that an employee must meet in order to perform the job duties with or without a reasonable accommodation. Specific requirements that are essential parts of the job should be described clearly and precisely below.  Examples: lifting, standing for extended periods of time, hearing, carrying, moving, pulling/pushing, climbing etc.
  • Ability to communicate effectively (both verbal and written).
  • Ability to perform work in a sitting position and to view a computer screen (including the ability to visually distinguish color) for extended periods (for up to an entire shift period notwithstanding scheduled breaks and lunches).
  • Ability to hear and speak clearly using a telephone headset for continuously answering in-bound telephone calls.
  • Ability to conform to a pre-determined schedule including daily shifts, breaks, lunches. 
  • Ability to work in a call-center environment (open cubicles in close proximity to others, exposure to continuous background noise)
  • Ability to comply with internal policies, guidelines and conduct standards.
  • Candidates must be able to pass a drug/alcohol screen and background investigation. 
  • Candidates must be able to conform to employer dress and conduct standards.

 

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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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