Senior Contact Center Agent

Position Summary

This position is part of a Trade sales organization, where the Trade Reservation Agent is the first point of contact for Travel Agent/Partner calling into our contact center. This position handles inbound calls, emails, and outbound calls up until the time the guest sails. Agent is responsible for selling and servicing Silversea cruises and related shore side products and services to the Travel Agent, via inbound calls. Utilize phone calls to generate sales and help foster long-term customer relationships through great service. Work directly with the Travel Agents to provide a personalized luxury customer service experience. Work within the global sales and support teams for the achievement of customer satisfaction, revenue generation, and long-term sales goals in line with company vision and values. Work with management to make sure that call volume is handled efficiently.

Essential Duties And Responsibilities

• Sell Silversea cruises and related shore side products and services, using inbound phone and email contacts.
• Effectively evaluate Travel Agent request, needs and identify products that best fit the guests needs; providing sales recommendations for our products on all Sales calls and correctly creating accurate reservations
• Servicing existing reservations according to guest requests and in accordance with existing business rules
• Meet assigned monthly, quarterly, and annual targets.
• Manage a high volume workload, meet goals assigned by management, and optimize the selling process through a scripted Sales Process.
• Communicate and interact effectively with decision makers, at all levels internally and externally.
• Maximize all opportunities in the process of closing a sale; service existing cruise bookings booked direct, and exercise upsell opportunities throughout the life of the customer relationship.
• Sell consultatively, using active listening skills, and make recommendations to prospects and clients.
• Quickly apply new skills and multi-task to achieve peak levels of performance.
• Responsible for correctly capturing pertinent information and payments during all interactions with guests, utilizing company-supported technology tools and processes.
• In cases where Sales opportunities are not closed, providing all necessary information to pass along to ensure we are maximizing the company’s marketing return on investment (ROI).
• Adhere to all company policies, procedures and business ethics codes.
• 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.
• Liaise (phone and e-mail) with Cruise Consultants and guests, as first point of contact for post-sale services such as:
• Air bookings and service
• Hotel/Land/Transfer requests
• Visa information
• General administration (documents, guest information, booking updates etc.).
• General guest queries.
• Manage customer data in CRM.
• Facilitate post-cruise guest relations issues, and other escalations.
• Assist in last-minute guest communications (phone and e-mail).
• Ad hoc tasks and projects as required.
  
  

Qualifications, Knowledge, And Skills

• Demonstrate ability to interact and cooperate with all company employees.
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional internal and external relationships that meet company core values.
• Work both in a small local team and within a larger global team in a highly motivated, competitive environment toward a common goal.
• Computer knowledge and skills required.
• Must adhere to assigned schedule and all applicable PC objectives and goals.
• Proactively establish and maintain effective working team relationships with all support departments.