dir Sales Agent inbound celRoyal Caribbean Cruises

Permanent x 4
Full time
Homebased role - with requirements to attend HQ for training and other corporate functions
Position Summary:
The primary focus of this role is to build a direct guest portfolio through the initial handling of inbound sales enquires via a number of guest communication touch points including calls, email, web, social media, events. Curating memorable total holiday packages for our guest to drive brand loyalty and repeat business. Acting as the guest single point of contact post booking - Personal Cruise Concierge.
This is a sales target driven role with key performance indicators including conversion, average booking value, repeat business.
To ensure that all monthly personal and team revenue targets, KPI's and objectives are met whilst staying true to the Celebrity brand vision and core values.
CELEBRITY BRAND/SERVICE DELIVERY
Key accountabilities:
Sales revenue targets, convert direct guest enquires into bookings using our in-house reservation systems, focusing on 'right guest, right ship, right price'
Own the guest experience every step of the way to boarding leading to a portfolio of repeat business.
Accountable for taking full ownership of guest enquires/issues, 'I can deal with this for you.'
Sales = All pre-cruise revenue opportunities - Cruise/Air/Hotel/packages/shore-ex etc.
Measured by:
Perform against weekly/monthly department/personal KPIs
Through regular monitoring, feedback and the QA process, ensure that high value guest enquiries are being converted and retained through their service experience
Delivering a personalised, knowledgeable and genuine level of customer service for every Celebrity guest contact - utilising the World at your Service strategy and measured by the Forbes travel standards.
Provide a first call resolution by pre- empting the callers next question and to prevent unnecessary calls
OPERATIONS & KPI's
Key accountabilities:
Consistently achieve and exceed individual and team targets
Help the team capture all direct sales calls
Consistently meet and exceed the Company's Quality Assurance Standards
Achieve service levels to ensure the Company, team and individual targets are met.
Maximise performance of sales and marketing campaigns by actively selling Celebrity Cruises products
Maximise revenue by up-selling itineraries, upgrades and other added value amenities
Become Celebrity brand experts and performance 'specialists' within the company
Build the direct database through the Container Application/Siebel to assist with future marketing opportunities and growth of the department.
Demonstrate flexibility to provide support and assistance to other departments when needed
Measured by:
Attend regular 121's with the Team Manager to discuss performance against targets
Ensure that all verbal and written responses are of a consistently high standard to prevent unnecessary follow up contacts
Engage with the QA process, to maximize performance against set goals
STAFF TRAINING & DEVELOPMENT
Key accountabilities:
Attend regular training to become brand, product and & policy experts within the Company
Be fully confident in using all of the tools that relate to the role.
Provide accurate and timely information utilising Company resources
Participate in departmental projects and tasks as required
Assist with Cruise shows, external events and ship visits where required
Measured by:
Demonstrate your knowledge when speaking to guests and agents- become a knowledge expert in your area
Take ownership for keeping updated on system, product, brand and policy enhancements, to ensure that your knowledge is up to date
EXPERIENCE / KNOWLEDGE & SKILLS
Proven track record in a sales environment - evidence of 12 months consistently meeting targets is required.
The ability to influence and use persuasive tactics in sales calls to convert calls into bookings
Excellent communication skills with guests and colleagues at all levels
Ability to assist guests on service related issues and to handle customer complaints.
Ability to identify and predict guests needs and wants, with excellent attention to detail
Highly motivated with the ability to perform well under the pressures of business demands
Have experience within a call centre / home working environment
Have good IT skills and the ability to learn and use multiple systems effectively
Experience with reservations, database, email and Internet tools preferable
Have the highest level of knowledge and enthusiasm for our excellent products
Good attention to detail
Ability to multi task and work under pressure
Flexible, approachable with a passion for the business.
Working on a shift pattern, weekends will be worked on a regular basis
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their manager.
Royal Caribbean Cruises

Philippines
Permanent
Full-time