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Australia Team Service Agent (Philippines)

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Philippines

Offer summary

Qualifications:

Bachelor's Degree in Business Management or Hospitality, 2+ years Customer Service experience.

Key responsabilities:

Support guests and travel advisors through booking and service requests.
Handle technical inquiries and troubleshoot issues on Carnival platforms.
Guidance on navigating cruise manager and pre-sale transactions.
Collaborate with internal departments to achieve shared goals.
Convert sales calls into cruise bookings while providing excellent notes.

Carnival Cruise Line XLarge https://jobs.carnival.com/

10001 Employees

See more Carnival Cruise Line offers

Job description

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