Agent, RCI AU Inbound Direct Service

POSITION SUMMARY:

Responsible for receiving and responding to Sales requests from Travel Partners service requests and inquiries from direct guests and Travel Partners via inbound and/or outbound phone calls emails and or Chat as assigned Provides single call/first call service request resolution and adds any requested revenue components to bookings Makes outcalls to guests to advise of changes to reservations (ie redeployments charters etc) and makes changes as required May contact other departments to complete guests service requests and provide appropriate responses to them

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Effectively evaluate the needs of the Travel Agent and their clients' providing sales recommendations for our product on all Trade Sales calls correctly creating accurate reservations

• Ability to develop and maintain professional rapport with a diverse Trade and customer base providing one call resolution where possible

• Responds to service requests/questions from direct guests and Travel Partners related to all components on a reservation

• May include doing inbound and outbound calls and emails to manage changes on an existing booking

• Make any and all necessary changes to guest reservation at the request of the direct guest or department head

• Must possess strong written and verbal communication skills answers direct guests and Travel Partner questions related to the guest’s reservation and cruising with Royal in general

• Analyzes guest’s reservation offering recommendations on any additional revenue components to the guest’s booking that will enhance the cruising experience

• Makes outgoing calls and receives incoming calls from guests related to any redeployments charters etc and makes all necessary changes to reservations

• Must be detail oriented with ability to efficiently use time and resources

• Maintain a strong drive high energy and alert attitude and be proactive in the search for information to support guest needs

• Effectively support guests with website or app navigation

• Performs other duties as required 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 supervisor or management

  
  

FINANCIAL RESPONSIBILITIES

Must meet or exceed all KPI’s on and off the phone

QUALIFICATIONS:

• High School graduate or GED required

• Associates degree preferred

• 1 year customer service experience

• Excellent verbal and communication skills required

  
  

KNOWLEDGE AND SKILLS:

• Must be attentive to details and able to multi-task

• Ability to speak to and hear guests over telephone system

• Ability to see and adjust focus

• Must be able to sit at a call center workstation for extended periods