Inbound Cruise Reservations Specialist

Royal Caribbean Cruises Ltd; Philippines; On-site; PHP 279,000 - 424,000; Full time

Job summary

Royal Caribbean Group is seeking a full-time CO Inbound Service Agent in the Philippines to handle inbound/outbound calls and chats, resolving reservations and selling additional services. You will redeploy bookings, address guest questions, and coordinate with internal teams.

The role emphasizes a high level of English communication, customer service experience, and the ability to navigate multiple systems to deliver exceptional guest experiences.

Qualifications

• High School graduate or GED required.
• 1-year customer service experience in a contact center environment required.
• Advanced level of English proficiency in reading as well as verbal and written communication skills.
• Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm with 90% accuracy from both spoken and printed sources.
• Effective communication skills in spoken and written formats with both internal and external customers.
• Attention to detail and highly adaptable to change.
• 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.

Responsibilities

• Answers complex and routine calls or written chats from direct guests and travel partners to sell and service cruise reservations pre- and post-cruise.
• Responds to shopping requests for creating cruise vacation reservations, processing service requests, and addressing questions from direct guests related to all components on a reservation.
• Makes changes to reservations for Individual Reservations (FIT) and addresses items that may cause further contact or challenges.
• Analyzes guests’ reservation and recommends additional revenue components to enhance the booking (Air, cruise tours, shore excursions, etc.).
• Makes outgoing and receives incoming calls and chats from guests related to redeployments, charters, and makes all necessary changes to reservations.
• Maintains proficiency with Royal Caribbean systems and accurate reservation history; uses multiple databases and internal programs.
• Conducts research to resolve problems and communicates solutions to guests.
• Performs other duties as required.

Skills

Customer service

English proficiency

Data entry 35 wpm

Communication skills

Sales skills

Education

High School diploma or GED

Job description

Royal Caribbean Group is seeking a full-time CO Inbound Service Agent in the Philippines to handle inbound/outbound calls and chats, resolving reservations and selling additional services. You will redeploy bookings, address guest questions, and coordinate with internal teams.

The role emphasizes a high level of English communication, customer service experience, and the ability to navigate multiple systems to deliver exceptional guest experiences.