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:

Working within a multi skilled inbound and outbound contact centre 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.

To ensure that personal and team KPI’s and objectives are met whilst staying true to the Celebrity brand vision and core values.

CELEBRITY BRAND/SERVICE DELIVERY

Key accountabilities

• 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.’

Measured by

• 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 personalised 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 pre- empting the callers next question and to prevent unnecessary calls

OPERATIONS & KPI’s

Key accountabilities

• 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 needed

Measured by:

• 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

STAFF TRAINING & DEVELOPMENT

Key accountabilities

• 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 utilising Company resources
• Participate in departmental projects and tasks as required

Measured by:

• 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

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions.

Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon.

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. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.