ryl uk&i trade Service agentRoyal Caribbean Cruises

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
We are proud to be the vacation-industry leader with global brands - including Royal Caribbean International, Celebrity Cruises and Silversea Cruises - the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.
Royal Caribbean Group's International Guest and Trade Service Team has an exciting career opportunity for a full time RYL UK&I Trade Service Agent.Position SummaryWorking within an inbound contact centre team, the Royal Agent's role is to support trade partners & guests. The role is of medium complexity as the role covers trade partners and some guest contacts from initial Sales enquiry all the way through the air and service touch points to the guest departing for their cruise holiday.The primary focus of the role is to deliver a premium service to our Royal UK & Ireland trade partners & guests by giving consistent elevated service through incoming calls.To ensure that personal and team KPI's and objectives are met whilst staying true to the Royal brand vision and core values.Essential Duties and ResponsibilitiesKey accountabilitiesAnswers inbound telephone calls from travel partners and direct guests with an upbeat and friendly disposition, exceptional verbal communication skills, and a strong commitment to customer satisfaction.Servicing existing bookings through our in-house Reservation System, to match our customers' needsServicing air enquiries, using all of the relevant air booking toolsAccountable for taking full ownership of guest issues, 'I can solve this for you.'Convert any Sales enquiry calls into bookings using our in-house reservation system, focusing on 'right guest, right ship, right price'Measured byPerform against department & personal KPIsThrough regular monitoring, feedback and the QA process, ensure that high value guest enquiries are being converted and retained through their service experienceDelivering a personalized and premium level of customer service for every Royal guest contact, including all phone and some off phone contactEffectively handle guest complaints to prevent complaint reoccurrenceProvide a first call resolution by pre- emptying the callers next question and to prevent unnecessary callsOPERATIONS & KPI'sKey accountabilitiesAchieve service levels to ensure the Company's team and individual targets are met.Consistently meet and exceed the Company's Quality Assurance StandardsDemonstrate flexibility to provide support and assistance to other departments when neededMeasured byAttend regular 121's with the Supervisor/Manager to discuss performance against targetsEnsure that all written responses are of a consistently high standard to prevent follow up emailsEngage with the QA process, to maximize performance against set goalsAttend 'cross function training' to support key functions and be multi skilled when requiredSTAFF TRAINING & DEVELOPMENTKey accountabilitiesAttend regular training to become brand, product and & policy experts within the CompanyBe fully confident in using all systems that relate to the role; (ie AS400, Travelbox, WFM, KD).Provide accurate and timely information utilizing Company resourcesParticipate in departmental projects and tasks as requiredMeasured by:Demonstrate your knowledge when speaking to agents & guests. Become a knowledge expertTake ownership for keeping updated on system, product, brand and policy enhancements, to ensure that your knowledge is up to dateQualifications, Knowledge and SkillsExperience within Royal Caribbean and/or the travel industry. Particularly within a cross functional customer service/sales/operational environment.Experience of guest complaints desirableGood attention to detailAbility to multitask and work under pressureExcellent interpersonal and communication skills.Flexible, approachable with a passion for the business.Working on a shift pattern, weekends will be worked on a regular basisThis 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 managerWe 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.
Royal Caribbean Cruises

Pasay City, Metro Manila
Permanent
Full-time