Agent, Co Inbound CEL

ROYAL CARIBBEAN GROUP; Makati; On-site; PHP 240,000 - 320,000; Full time

Job summary

ROYAL CARIBBEAN GROUP is seeking an Inbound Sales Agent for Celebrity Cruises in the Philippines. You will join a dynamic Consumer Outreach Sales Team to create exceptional vacation experiences for direct guests, finalising cruise bookings on a one-call resolution basis.

The role requires strong English, sales acumen, and customer service skills to build guest relationships and meet monthly revenue targets.

Qualifications

• High school diploma or GED required; college degree or equivalent sales experience preferred.
• Advanced level of English proficiency in reading, writing and verbal communication.
• Exceptional communication and interpersonal skills.

Responsibilities

• Evaluate guest requests to identify products that fit their needs and position them to close the sale.
• Explain cruise rates, promotions, and brand questions to illustrate benefits, features and value.
• Build relationships with guests to enhance call experience and guest loyalty during inquiries.
• Service existing reservations according to guest requests and business rules.
• Capture pertinent guest information and payment details during interactions.
• Meet KPI goals including weekly/monthly booking revenue, conversion and quality targets.

Skills

Advanced English

Excellent communication

Interpersonal skills

Sales techniques

CRM usage

Education

High school diploma or GED

College degree or sales experience preferred

Tools

CRM systems

Job description

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

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s CEL Department has an exciting career opportunity for a full time Agent, CO Inbound CEL.

Position Summary:

As an Inbound Sales Agentat Celebrity Cruises, you will be part of a dynamic Consumer Outreach Sales Team, responsible for creating exceptional vacation experiences for our direct guests. As the guests first point of contact, your primary role will be to leverage “The Celebrity Way” to deliver consistent, elevated hospitality while utilizing your sales expertise and customer service skills to finalize cruise bookings effectively. In this role, you will be responsible for building a relationship with the guest as you utilize sales techniques to finalize reservations based on a one-call resolution approach. This position focuses on but is not limited to handling inbound sales and service calls.Agents will be held responsible for but not limited to strategically generating revenue, conversion, operational and customer service target month to month.

Essential Duties and Responsibilities

• Effectively evaluate guest requests to identify and recommend products that will best fit their needs. Then use appropriate sales techniques to position products based on value to successfully overcome objections and create a sales reservation.
• Apply exceptional communication skills to adequately explain cruise rates, promotions, and brand related questions as they position benefits, features, and value.
• Foster a relationship with our guests to enhance their call experience and loyalty when handling their inquiries and requests within set call handling times.
• Service existing reservations according to guest requests and in accordance with existing business rules.
• Providing a one call resolution on all applicable calls while working with other departments to assist guests in securing accurate information and finalizing their reservation.
• Perform elevated standards of customer service throughout the sales process.
• Responsible for correctly capturing pertinent guest information and payment details during all interactions with guests.
• Meet all KPI goals including but not limited to weekly and monthly booking revenue goals, conversion, and quality assurance.
• In a dynamic work environment, flexibility and collaboration are essential. Employees should be prepared to take on tasks outside their primary responsibilities when necessary to support the team and ensure operational efficiency. This may involve assisting colleagues, participating in cross-functional projects, or contributing to organizational initiatives.

Required Qualifications:

• High school diploma or GED required, college degree or equivalent sales experience preferred.
• Advanced level of English proficiency in reading, writing and verbal communication skills.
• Exceptional communication and interpersonal skills

Knowledge and Skills:

• Ability to utilize sound judgment and qualifying questions to efficiently navigate the sales quote and booking process.
• Apply effective sales techniques to address all guest concerns and secure the sale on one call.
• Demonstrate effectiveness in establishing relationships and discovering what motivates the guest to purchase.
• Utilize the ability to communicate with guests and respond to the guests' concerns and requests.
• Proficient in using clear, professional, and precise communication with the guests about all details of their vacation according to brand standards.
• Adhere to assigned schedule, business rules, code of contact and all applicable Consumer Outreach objectives and goals.
• Demonstrate the highest level of personal integrity and take responsibility for personal and professional growth.
• Proficiency in using designated software and customer relationship management (CRM) systems

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, 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.