Cruise Reservation Specialist

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Job Description

MINIMUM REQUIREMENTS:

• Good verbal and written communication skills required to respond to customer requests through inbound call
• Demonstrates a good grasp of English
• Ability to express thoughts and ideas in English
• Average fluency - vocabulary and intonation/stress should at least be neutral
• Good listening and comprehension skills required to effectively understand customer needs in a customer interaction
• Ability to apply effective probing techniques to effectively provide support and resolution to customer requirements
• Ability to demonstrate call control
• Orientation on customer service and rapport building
• Good knowledge on navigating mobile and web applications ∙ Basic troubleshooting skills on mobile and web applications ∙ Excellent multi-tasking skills on managing multiple client / company system tools and/or references
• Ability to walk customers through on stages and phases in website and mobile app to non-technical customer
• Ability to manage difficult guest interaction as well as to recognize when matters need to be further escalated within established process, policies or procedure
• Flexibility and responsiveness to work in multicultural, fast paced and dynamic environment
• Ability to work efficiently and independently in highly dynamic environment
• Exhibit genuine mutual trust and confidence while contributing to company’s ethical, respectful, brand values-driven culture
• Commitment to drive to excellence and teamwork.
  
  

∙

Preferred Requirements

• Service driven individual with proven work experience in customer service environment
• Providing positive customer experience as well as effective verbal and written communication skill
• Must be willing to be on mostly AU/NZ hours
• Intensely immersed in navigating different systems and
• knowledgebase
• Experience with call centre environment in handling customer voice interactions (preferred)
• Undergraduate in college degree may be considered
  
  

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