Travel Sales and Support Agent - REMOTE - US

Carnival Corporation•Fort Lauderdale, FL

13h•Remote

About The Position

The Travel Sales & Support agent is responsible for selling Princess North American products to Travel Advisors (and direct guests, when applicable) and providing service support for incoming calls from Travel Advisors (and direct guests, when applicable) as well as internal colleagues from various departments. The Travel Sales & Support agent provides service, answers questions and updates/changes/modifies booking reservations according to the caller’s inquiry and Company policies and procedures. The agent will drive sales and meet monthly individual Key Performance indicators (KPIs) for the Consumer Sales Department and consistently deliver on the commitment to drive customer satisfaction through excellent customer service. The Travel Sales & Support agent will work closely with Sales & Support Coaches alongside a team of agents to support the overall department goals. This is an agile position expected to meet and reach to the changing needs of customers and the business. The Travel Sales & Support agent serves as a subject matter expert on products, policies and programs. This role will typically be challenged with a fast-paced Contact Center environment with high call volume and frequent new policies and procedures as relates to their role in the business.

Requirements

One (1) year experience in positions in the area of sales and customer service
Must have excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
Must be able to work independently and be self-motivated since you will be working from home.
Proficiency in the use of computer business applications with working knowledge of computerized reservations systems with the ability to trouble shoot issues independently from home.
Organizational skills and the ability to handle multi-tasking and work under pressure to meet deadlines.
Self-motivated, coachable and a logical thinker.
Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

Nice To Haves

Experience working in a high-volume call center is preferred
Experience in the travel and hospitality industry preferred.

Responsibilities

Take inbound calls from Travel Agents (and direct guests, when applicable) interested in booking cruise vacations and having existing bookings serviced while using professional sales techniques on every call to make a reservation and enhance guest’s experience.
Evaluates callers’ needs and responds to questions and requests, while maintaining attention to detail and accuracy to provide excellent customer service to the caller.
Ability to consistently deliver on commitments to external and internal customers to drive customer satisfaction while meeting or exceeding all department performance metrics and goals.
Achieve monthly Key Performance Indicators.
Adhere to all required company initiatives, department-specific policies (including work schedule) and procedures during daily operations, such as information retention and mandatory training.
Ability to speak with Travel Advisors in a professional business to business perspective as they are more knowledgeable than direct guests.
Check and respond to Team chats and e-mails, and relaying messages accurately and promptly as well as attending and actively participating in daily team meetings or relevant sales and support trainings to ensure appropriate sales and support techniques are being used and accurate information is being communicated to direct and TA customers.
Maintaining a professional and courteous demeanor at all times.
Identifying customer needs and recommending additional products or services.
Meeting or exceeding sales targets and performance metrics.
Answering customer inquiries regarding products, services, billing, and account information.
Maintaining a thorough understanding of the company's products and services.
Effectively communicating product features and benefits to customers.
Ensuring customer satisfaction through effective problem-solving and follow-up.
Documenting all customer interactions accurately in the company’s CRM system.
Travel Sales & Support agent serves as the initial point of contact for customers.
Travel Sales and Support agent can actively contribute to sales by promoting products and services, upselling, and cross-selling.
Your ability to handle inquiries and resolve issues efficiently directly affects how customers perceive the company.
By providing personalized and empathetic support, agent foster positive customer relationships, leading to increased loyalty and repeat business.