Supervisor, Inbound Sales & Service

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 Services Team has an exciting career opportunity for a full time Supervisor, Inbound Sales and Service.

Position Summary

The qualified candidate will supervise a multifunctional team whose primary responsibility is to drive and support a sales culture, support Individual Direct and Trade services, across the Royal and Celebrity Brands ensuring all team members demonstrate an upbeat and friendly disposition, excellent customer service skills promoting relationships with guests and our travel partners representing Royal Caribbean Groups as a best in class for service delivery. The ideal candidate will possess the skills to adapt to the various functions that this team is responsible for, assist in the development of the team by coaching, providing feedback, and monitoring performance on a consistent basis. They will be responsible for meeting team and departmental goals, should be flexible and adapt well to change, and possess strong Customer Service skills. Models' attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Ability to communicate in a clear, concise, understandable manner, listens attentively to others, understand material, and provide instructions to team members.

Essential Duties And Responsibilities

• Identify, support and promote Key Performance Metrics for team members.
• Recommend to management improvements in product, booking documentation methods, revenue management procedures, service, accounting methods and procedures, etc.
• Follow up on recommended adjustments to ensure customer satisfaction
• Coach, develop and monitor team members on a consistent basis
• Track performance and ensure all departmental goals are met.
• Motivate team members for success.
• Review Processes and Procedures regularly to identify efficiencies
  
  

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.

Qualifications

4-year Bachelor Degree required

3 Year Industry Or Call Center Working Experience Preferred

Previous coaching or supervisory experience

Experience in one of the following strongly preferred: customer service call center (inbound or outbound);

Excellent English Skills

Knowledge And Skills

• Candidate must possess excellent interpersonal skills.
• Passionate in Sales techniques
• Must be able to work across departments
• Excellent communications skills, both written and verbal (English, Chinese highly regarded)
• Candidate must have the necessary skills to develop phone relationships with all customers, internal and external, resolve all challenges efficiently while strengthening our Guest loyalty to the respective brand.
• The candidate must carefully and efficiently evaluate resolution options and display superior customer service soft skills to amicably and positively handle the call to conclusion.
• Candidate must have a high level of competency performing the investigation of guest inquiries and complaints about booking(s), product, service, billing, air arrangements, and/or any pre or post vacation experiences.
• Must demonstrate an ability to handle irate or difficult callers who insist on escalating their call to a higher level.
• Must be flexible with their work schedule
  
  

We 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.