Sales/Customer Service Representative - Azamara in Wichita, KS at Royal Caribbean Cruises Ltd.

Date Posted: 10/11/2019

Job Snapshot

Job Description

Azamara Reservations Representative

 

POSITION SUMMARY

Will service Travel Partners and Direct Guests and provide access to all client service areas within the Azamara Club Cruises organization in a one-stop platform.  Agents will serve as liaison between these accounts and Sales, and work closely with all areas to assist the account in growing their business with Azamara. Handles inbound and outbound calls, emails, faxes and mail from travel partners and direct guests. Answers general and specific questions regarding product offerings, and policies. It will also support the Sales Managers responsible for working with a varied account base to assist departments in meeting or exceeding corporate growth goals via service support, telephone and electronic sales.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Will service direct guests and travel partners for the North America market and provide access to all client service areas within the Azamara organization in a one-stop platform. Handles inbound and outbound calls, emails, faxes and mail from travel partners. Reviews and acts on sales calls and inquiries for the various sales functions/fields, and Travel Partners and Direct Guests. Leverages these interactions to create selling opportunities.
  • Services existing bookings including making changes to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences.  Researches and provides information in order to accommodate special needs.
  • Enters required information into Royal Caribbean systems and maintains an accurate history of each reservation and any associated transactions.  Uses multiple data base systems, internal computer programs and various computer-based resources.
  • Responsible for outbound calls including managing 200% Suite Deposit FIT & Groups; Children’s Programs; Paid Upgrades; Deployment Changes; Visa CIBT call outs, returned messages (mainly CVP).
  • Provides information and enrollments for Travel Agents clients into Loyalty programs.  Answers questions pertaining to membership, fulfillment of membership collateral and problem resolution.  Will describe and promote Azamara products and services as requested.
  • Investigates travel agent/guest complaints on bookings, product, service, billing, air, credit, or pre/post vacation experiences.  Examines booking history, accounting information, related documents and correspondence and converses or corresponds with customer and other company personnel such as Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, and Sales to obtain facts regarding travel agent/direct guests complaint. 
  • Representative will serve as liaison between these products and Sales, Revenue Management, Guest Port Services (GPS) and other areas as necessary.
  • Manage shared Email Inboxes including:  Azamara Customer Service; Le Club Voyage; Custom Air/Choice Air; Onboard Bookings (passages).
  • Attends required training classes, completes required on-line training courses and satisfies completion standards.  May be assigned to special projects and may serve on employee committees.
  • Performs other duties as required.  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 supervisor or management.

 

Job Requirements

QUALIFICATIONS:

  • One to three years sales experience including cold calling is required.
  • Associates or Bachelor Degree preferred.
  • World geographical knowledge preferred.
  • Knowledge of international travel and basics preferred.
  • Call Center experience in a travel environment preferred.

KNOWLEDGE AND SKILLS:

  • Ability to use advanced business and sales knowledge to make decisions.
  • Use of sound judgment is important.
  • Proficient in negotiation skills.
  • Ability to write reports, memos and business correspondence.
  • Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals.
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • Ability to work, interact, and communicate with external/internal customers at all levels.
  • Ability to build and maintain successful business relationships with the most valued external customers as well as co-workers in order to successfully close business and service customer needs.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
  • Ability to deal with problems involving several concrete variables in standardized situations. Ability to understand and communication government regulations.
  • Knowledge of AS400 or similar reservations system required. Microsoft Word and Lotus Notes experience preferred.

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  While performing, job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 - 15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office.

 

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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