Advisor, Customer Experience Service (Evergreen)

Royal Caribbean Cruises Ltd; Pasay; On-site; PHP 268,000 - 424,000; Full time

Job summary

Royal Caribbean Cruises Ltd. in Pasay is seeking an Advisor, Customer Experience Service (Evergreen) to handle inbound sales and service calls from partners and guests. You will assist with pricing, availability, and reservations, while ensuring accurate data entry and adherence to QA standards.

The role requires high school diploma, 6 months of customer service experience, and strong communication skills. You will work in a fast-paced environment, with shifts and training as needed,

Qualifications

• High School Diploma is required; associate degree is preferred.
• Minimum six months of customer service experience.
• Ability to perform data entry at about 35 words per minute from speech and text.
• Excellent verbal and written communication with customers and partners.
• Ability to work in a fast-paced, metric-driven environment.
• Strong sales skills to position products and close bookings.
• Ability to understand promotions, payments, and basic accounting.

Responsibilities

• Answer inbound telephone calls from travel partners and direct guests with a positive, service-focused attitude.
• Provide information on Royal Caribbean products, services, and promotions; quote prices and availability; secure bookings.
• Process changes to reservations, accept payments, and assist with guest preferences.
• Enter required data into systems and maintain accurate reservation history.
• Research and resolve issues, escalating non-routine matters to the appropriate resource.
• Follow company protocols and training standards; participate in training sessions and special projects.

Skills

Customer service

Inbound calls

Sales skills

Verbal communication

Data entry 35 wpm

CRM software

Problem solving

Teamwork

Attention to detail

Pricing & reservations knowledge

Education

High School Diploma

Associate degree

Tools

CRM software

Internal data systems

Job description

Advisor, Customer Experience Service (Evergreen)

Under the direction of a Reservations Supervisor, handles in-bound sales and service telephone calls from Travel Partners and/or direct guests. This role requires them to provide assistance to our customers with shopping for pricing and availability as well as those servicing existing reservations. The reservation Agent is expected to respond to customer inquiries or direct these to the appropriate resource. They are required to comply with established protocols, procedures, and quality assurance standards. Team members must have the ability to confirm a pre-determined schedule including daily shifts, breaks and lunches. Schedules may change as required by the business.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answers in-bound telephone calls from travel partners and/or direct guests with an upbeat and friendly disposition, exceptional verbal communication skills, and a strong commitment to customer satisfaction. Provides general information regarding Royal Caribbean products, services and promotions. Quotes prices and availability including cross-selling and up-selling. Secures bookings.

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

Conducts basic research for the purpose of problem resolution and communicates solutions to travel partners and/or guests. Directs non-routine matters to the appropriate Royal Caribbean resource for special handling and resolution

Complies with established industry and company protocols and procedures. Understands and complies with company quality assurance standards

Attends required training classes, completed required on-line virtual 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

QUALIFICATIONS, KNOWLEDGE AND SKILLS:

High School Diploma required associate degree preferred

A minimum of six months customer service experience

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

Effective communication skills in spoken and written formats with both internal and external customers.

Ability to work in a fast-paced, metric-driven environment

Decision making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelines

Sales skills including positioning products to meet customer needs

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to understand and explain promotions, basic accounting, commissions, and payments

Demonstrated ability to utilize internal computer software and web-based resources. Ability to learn and utilize multiple systems in completion of job functions

Ability to comply with internal policies, guidelines and conduct standards