Agent, cel chatRoyal Caribbean Cruises

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
POSITION SUMMARY:
The Celebrity Chat Agent will be accountable for communicating with guests' real time through various communication channels. In this role, the guest is responsible for assisting guests with making new reservations and servicing existing reservations through various communication channels that include but are not limited to:
-Phone Calls
-SMS Messaging
-Live Video Calls
-Live Web Chat
-E-Mail
-Social Media
The primary role of the agent is to drive new revenue to the Consumer Outreach Department, and/or service existing reservations using exemplary sales and customer service skills. The ability for the agent to service reservations and drive new revenue is key to the success of this role.
This position will be responsible for being the face of Celebrity Cruises by providing excellent sales and service to our customers through phone, web, chat, SMS, social media, and email.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
-Chat with multiple guests at the same time through various communication channels to drive new revenue, increase online booking conversion, and increase customer satisfaction
-Communicate with all guests booked with Consumer Outreach via Chat and E-Mail to provide service on existing reservations
-Provide the full Celebrity Cruise Experience to our guests who need assistance with the website or creating a new reservation; it will be the Celebrity Chat Agent's responsibility to communicate with the guest to drive new revenue for the Celebrity Cruises Consumer Outreach Team
-Assisting Celebrity Guests with guest related issues
-Developing strong customer relationships and responding to Celebrity guests within a timely manner via phone, web, chat, SMS, social media and email.
-The ideal candidate must have strong verbal and written communication skills to provide an efficient, professional, and friendly environment for our Celebrity Cruises guest by chatting using proper grammar and punctuation with a graceful tone
-Strong multi-tasking skills to assist more than one Celebrity Guest at a time in a productive and efficient manner
-Strong sales communication skills to drive revenue that will be converted from chat to other forms of communication such as a phone call or video web call
-Create professional and friendly e-mail to Celebrity direct guests upon request
-Analyze and identify trends and opportunities to grow the Celebrity Chat Agent Team
-Anything else deemed necessary from the Leadership Team.
FINANCIAL RESPONSIBILITIES
-Being able to understand presentation of numbers, pricing, and needed adjustments that may be needed to create or service reservations made by Celebrity Cruises direct guests
QUALIFICATIONS:
Associates degree (AA) or equivalent from an accredited college or university, or three to five years of experience and/or training; or an equivalent combination of education and experience required.
One year of experience in high volume call center or sales/customer service work environment preferred.
Experience with AS400 or similar reservations system required
Microsoft Office experience required.
The ability to type 55 to 65 words per minute.
KNOWLEDGE AND SKILLS:
LANGUAGE: Ability to write reports, e-mails, chat messages. Ability to read and proofread quickly. Must be able to type messages at over between 55 to 65 words per minute with grammatical accuracy
INTERPERSONAL: Ability to work, interact, and communicate with external/internal customers at all levels. Ability to build and maintain successful customer relationships through text. Sales experience recommended but must be able to learn and execute sales process
MATHEMATICAL: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, and percentages.
REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to understand and communicate government regulations.
DECISION MAKING: Ability to make decisions in situations where multiple variables and little time exist, assess complex situations, and make mutually beneficial decisions where limited standardization exists, and assess the most complex and non-routine situations.
SYSTEMS: Knowledge of AS400 or similar reservations system required. Microsoft Office experience is required.
Physical Demands:
The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodation. While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a computer, multiple monitors, keyboard, mouse, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move 10 - 15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.
Work Environment:
It will be required for the Celebrity Chat Agent to report to the office at minimum of two times a week, or as needed by the Celebrity Cruises Leadership Team, based on performance or business need. It is important that the work environment in the office, or at home, must be comfortable with ample space for the needed functionality of the required day-to-day operations.
It is also required of the Celebrity Chat Agent to be available for out-of-office Celebrity Cruises events, such as, but not limited to: Celebrity Ship tours, cruise work events, expos, company functions, events, etc.
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, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law.
We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!
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, sex, age, 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.
All applicants who receive a conditional offer of employment will be required to comply with the Company's mandatory COVID-19 Vaccination Policy. The Company's COVID-19 Vaccination Policy requires all employees who work from the Company's offices or whose job duties require them to travel to our U.S. offices, ships, and/or private destinations be fully vaccinated against COVID-19. If you are covered by this policy, you will be asked to complete Vaccination Attestation upon acceptance of this offer and upload proof of vaccination to the Company's human resources system on your first day of employment unless an accommodation has been granted.
Royal Caribbean Cruises

Philippines
Permanent
Full-time