Cruise Consultant, Inbound Sales

ROYAL CARIBBEAN GROUP; Makati; On-site; PHP 360,000 - 540,000; Full time

Job summary

Silversea Cruises, part of the Royal Caribbean Group, is seeking an outbound-style inbound contact center sales agent to handle first-point-of-contact inquiries from guests. You will sell and service Silversea cruises and related shore side products, using calls to generate sales and build long-term relationships through exceptional service.

The role focuses on personalized luxury customer experiences, collaboration with global teams, and achieving revenue and customer satisfaction goals aligned

Qualifications

• Inbound sales and customer service skills.
• Ability to upsell and cross-sell cruise products.
• Strong communication and active listening abilities.
• Comfort with using technology tools to process reservations.

Responsibilities

• Sell Silversea cruises and shore side products via inbound calls.
• Assess guest needs and recommend suitable products; create accurate reservations.
• Service existing bookings according to guest requests and business rules.
• Meet monthly, quarterly, and annual targets.
• Manage high-volume workload and follow scripted sales process to close sales.
• Communicate effectively with internal and external stakeholders.
• Upsell opportunities throughout the guest relationship.
• Capture payment and guest information accurately during interactions.
• Adhere to company policies and ethical standards.

Job description

About the role

This position is part of a direct consumer outreach sales organization, where the sales agent is the first point of contact for guests calling into the contact center. This position strictly handles inbound calls, including up until the time the guest sails. The agent is responsible for selling and servicing Silversea cruises and related shore side products and services to consumers via inbound calls. You will utilize phone calls to the Silversea toll free number to generate sales and help foster long-term customer relationships through great service. You will work directly with consumers to provide a personalized luxury customer service experience and work within global sales and support teams for the achievement of customer satisfaction, revenue generation, and long-term sales goals in line with company vision and values.

Key responsibilities

• Sell Silversea cruises and related shore side products and services, using inbound consumer contacts
• Effectively evaluate guest needs and identify products that best fit the guests' needs; provide sales recommendations for products on all sales calls and correctly create accurate reservations
• Service existing reservations according to guest requests and in accordance with existing business rules
• Meet assigned monthly, quarterly, and annual targets
• Manage a high-volume workload, meet goals assigned by management, and optimize the selling process through a scripted Sales Process
• Communicate and interact effectively with decision makers, at all levels internally and externally
• Maximize all opportunities in the process of closing a sale; service existing cruise bookings booked direct, and exercise upsell opportunities throughout the life of the customer relationship
• Sell consultatively, using active listening skills, and make recommendations to prospects and clients
• Correctly capture pertinent information and payments during all interactions with guests, utilizing company supported technology tools and processes
• Adhere to all company policies, procedures and business ethics codes

About you

• Demonstrate ability to interact and cooperate with all company employees
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity
• Maintain professional internal and external relationships that meet company core values
• Work both in a small local team and within a larger global team in a highly motivated, competitive environment toward a common goal
• Computer knowledge and skills required
• Must adhere to assigned schedule and all applicable objectives and goals
• Proactively establish and maintain effective working team relationships with all support departments