Cruise Specialist

PCH Prestige Cruise Services • Miami, FL

3d

About The Position

Assist travel partners and direct guests with all aspects related to individual and group cruise reservations; including sharing product information, reserving cruises, and advising of sales promotions, while meeting Oceania Cruises service delivery expectations.

Requirements

• High school diploma or equivalent
• 0-2 years call center or related travel industry experience.
• Practical understanding of applicable cruise product, policies and procedures, in order to reserve new and service existing reservations
• Strong computer skills, including use of all Microsoft Office products
• Exhibit positive pleasant and courteous behavior, as expected within the Quality assurance practices while engaging internal and external customers
• Interpersonal skills to engage all levels within the organization and external customers
• Ability to deliver the level of customer service required to achieve a positive customer experience
• Ability to remain focused during every customer engagement to heighten the level of overall accuracy and customer satisfaction
• Demonstrate an ongoing effort to secure reservations by requesting to reserve a new booking on all rate quotes
• Maximize revenue opportunities by offering additional products
• Ability to utilize verbal and written communication skills to communicate with internal and external customers
• Ability to view and read PC monitor, training and reference material, as well as operate keyboard and PC mouse
• Ability to remain seated for extended period of time, to be determined by length of scheduled shift

Nice To Haves

• Working knowledge of reservation system within a call center environment preferred.

Responsibilities

• Efficiently handle telephone inquiries from Oceania Cruises guests, including travel partners and direct guests.
• Provide superior customer service and product knowledge to all Oceania Cruises guests.
• Effectively employ sales techniques, customer service, and product knowledge expertise as a means to increase sales revenue and provide complete customer satisfaction.
• Provide consistent consultative telephone support to travel partners and direct guests in a positive, knowledgeable, and professional manner.
• Assist and support other departments and fellow team members in reaching Oceania Cruises service, productivity, quality, and revenue goals.
• Follow-up on available leads and ultimately close all potential sales opportunities.
• Help with projects as requested by the Call Center management team.
• Participate in organized and self-study training sessions, including weekly briefings, to continuously improve knowledge base and sales performance.
• Perform other job related functions as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED