Inbound Service Agent

ROYAL CARIBBEAN GROUP; Makati; On-site; PHP 335,000 - 502,000; Full time

Job summary

Royal Caribbean Group invites applications for the role of Cruise Reservations & Guest Service Specialist. Join a global hospitality leader delivering memorable vacation experiences.

You will handle guest bookings, provide itinerary details, manage modifications and upsell vacation enhancements across phone and chat channels. Ideal candidates have strong English communication, 1 year in customer service, and the ability to navigate multiple systems.

Qualifications

• High School Diploma or GED.
• Minimum of 1 year customer service experience in a contact center, customer support, hospitality, travel, airline, hotel, or related environment.
• Strong verbal and written English communication skills.
• Ability to type at least 35 WPM with high accuracy.
• Strong attention to detail and problem-solving abilities.
• Comfortable working in a fast-paced, performance-driven environment.
• Ability to learn and navigate multiple systems and applications.

Responsibilities

• Assist guests with cruise bookings, reservation inquiries, and vacation planning.
• Provide information on itineraries, pricing, promotions, and onboard experiences.
• Service existing reservations, including booking modifications, cancellations, and special requests.
• Resolve guest inquiries and provide first-call resolution whenever possible.
• Recommend cruise packages and vacation options that best match guest needs.
• Promote additional products and services including Shore Excursions, Air Packages, Land Tours, Pre-Cruise Planner Products, Other vacation enhancements.
• Identify opportunities to enhance the guest experience through value-added recommendations.
• Handle inbound and outbound calls as well as written chat interactions.
• Research and resolve guest concerns in a timely and professional manner.
• Collaborate with internal teams to deliver seamless service and accurate solutions.
• Maintain accurate reservation records and guest information.
• Utilize multiple systems and databases to manage bookings and guest requests.
• Stay current with company policies, products, and operational procedures.

Job description

CO Inbound Service Agent (Evergreen Hiring)

Explore the World with Royal Caribbean Group

Begin an exciting career with Royal Caribbean Group, home to world-renowned travel brands including Royal Caribbean International, Celebrity Cruises, and Silversea. Join a global hospitality leader dedicated to creating unforgettable vacation experiences for millions of guests worldwide.

As a Cruise Reservations & Guest Service Specialist, you'll assist guests through phone and chat interactions, helping them plan their dream vacations, manage reservations, and enhance their cruise experience through personalized recommendations and exceptional customer service.

Important Notice

This is an Evergreen Hiring Requisition, which means we continuously accept applications for future openings. Qualified candidates may be considered for upcoming hiring classes based on business needs and workforce planning.

What You'll Do

Guest Reservations & Service

• Assist guests with cruise bookings, reservation inquiries, and vacation planning.

• Provide information on itineraries, pricing, promotions, and onboard experiences.

• Service existing reservations, including booking modifications, cancellations, and special requests.

• Resolve guest inquiries and provide first-call resolution whenever possible.

Sales & Vacation Planning

• Recommend cruise packages and vacation options that best match guest needs.

• Promote additional products and services including:

  • Shore Excursions

  • Air Packages

  • Land Tours

  • Pre-Cruise Planner Products

  • Other vacation enhancements

• Identify opportunities to enhance the guest experience through value-added recommendations.

Guest Support & Problem Resolution

• Handle inbound and outbound calls as well as written chat interactions.

• Research and resolve guest concerns in a timely and professional manner.

• Collaborate with internal teams to deliver seamless service and accurate solutions.

Administrative Support

• Maintain accurate reservation records and guest information.

• Utilize multiple systems and databases to manage bookings and guest requests.

• Stay current with company policies, products, and operational procedures.

What We're Looking For

Required Qualifications

• High School Diploma or GED.

• Minimum of 1 year customer service experience in a contact center, customer support, hospitality, travel, airline, hotel, or related environment.

• Strong verbal and written English communication skills.

• Ability to type at least 35 WPM with high accuracy.

• Strong attention to detail and problem-solving abilities.

• Comfortable working in a fast-paced, performance-driven environment.

• Ability to learn and navigate multiple systems and applications.

Preferred Qualifications

• Associate degree or equivalent education.

• Experience in travel, hospitality, tourism, cruise, airline, or hotel reservations.

• Previous sales, reservations, or customer support experience.

• Experience handling phone and chat customer interactions.

Key Skills

• Customer Service

• Reservations Management

• Travel & Tourism

• Inbound Support

• Chat Support

• Sales & Upselling

• Problem Resolution

• Communication Skills

• Data Entry

• Relationship Building

• Multitasking

• Attention to Detail