Australia Team Service Agent (Philippines)

Job ID 9138 Location Manila Date posted 09/30/2024 Work Style Remote

Job Description

CASI, Cruise Administration Services Inc, a Carnival Cruise Line entity in the Philippines currently has a Service Agent, Australia Team role available.

Only candidates located in the Philippines to apply.

Job Summary:

This role supports guests and travel advisors throughout the booking process, from planning itineraries to handling service requests, including booking modifications for the Australia and New Zealand market. Through the established sales process, attempts to convert sales calls into cruise bookings, upsell staterooms and offer pre-cruise add-ons that will enhance the guests holiday. Service incoming calls that are technical in nature pertaining to the company's websites and self-service bookings and creates service cases when issues arise that require IT intervention.

Essential Functions:

• Handles incoming calls relating to guests and travel advisors experiencing technical issues with Carnival website, Travel Agent Portal, (GOCCL), Funshops, Online Check-in and all Pre-Sale portals
• Handles incoming service calls from guests and travel advisors throughout the booking process until the departure date, providing support for any changes or updates needed.
• Troubleshoot user-facing technical issues and escalate to IT via opening service case to troubleshoot escalations
• Provide guidance on how to navigate cruise manager and complete presale transactions
• Handle incoming calls to service fun shop inquiries, process fun shop orders and gift orders over the phone
• Actively participate in on-going feedback and coaching sessions from the Quality Assurance, Coach, as well as contribute to team meetings and participate in on- going training
• Answer any shore excursion questions that aren’t listed online like ticket availability, excursion distances, etc. and compare options based on guest preferences
• Guide travel advisors through all Goccl functions including but not limited to creating profiles online, educating on resources available, creating and servicing individual and group bookings
• Handle incoming sales calls from direct consumers interested in booking a cruise vacation with the goal of converting the call into a cruise booking and taking excellent notes to submit future leads for the outbound team on calls that do not result in a booking
• Collaborate with internal departments and the Australia office team to achieve shared goals effectively
  
  
  

Qualifications:

• Minimum education of Bachelor's Degree
• Business Management or Hospitality related courses
• 2+ years Customer Service. With shipboard experience is a plus but not a requirement or Customer Service experience in a hospitality industry or Contact Center
  
  
  

Knowledge, Skills and Abilities:

• KSAs
• Working knowledge of Tour Operator Gateway, Goccl Admin Tool, Fun Shops and Log on as User through Carnival Dash
• Knowledge of Microsoft office products required
• Working knowledge of CCL’s internal system; Navigator and Launchpad required.
• Demonstrates creative problem-solving skills and a good balance between company revenue objectives and customer satisfaction
• Exceed customer expectations with guidance, knowledge, and a real passion for travel
• Ability to provide thorough and complete information regarding booking a cruise including quoting various promotions and targeted offers
• Ability to explain technical information to guests in a simple and clear manner
• Ability to demonstrate excellent adherence to schedule
• Ability to multi-task across multiple systems and applications, and comfortably navigate a desktop environment
• Can effortlessly engage, explaining step-by-step vacation solutions with patience and an approach tailored to each individual guest
• Proactive approach to privacy and security, ensuring that all guest interactions and data handling meet the highest standards of compliance and ethical conduct