Position Summary
The Pre-Cruise Service Agent at Celebrity Cruises is part of a dynamic Global Contact Center responsible for delivering exceptional service and creating memorable vacation experiences for our customers (both direct guests and travel partners.) Pre-Cruise Service Agents will leverage The Celebrity Way to deliver consistent, elevated hospitality while utilizing their customer skills to service cruise bookings effectively. This role requires strong communication skills, a commitment to customer satisfaction, and the ability to position and sell Celebrity Cruises products and services. Agents may handle inbound and outbound calls, email inquiries, and manage reservations while adhering to company protocols and quality standards.
Essential Duties And Responsibilities
- Ability to handle both inbound and outbound phone calls from/to direct guests and/or travel partners. Provide accurate information regarding Celebrity Cruises products, services, pricing, promotions, redeployments, charters, etc.
- Service existing reservations by processing changes, payments, and customer preferences. Agent may be required to research and provide information to accommodate special needs requests.
- Quote prices and availability, cross-sell and upsell products, and secure new reservations including pre/post packages, Flights by Celebrity, CruiseCare insurance. Create new reservations following Celebrity Cruises Sales Process.
- Provide recommendations and upsell onboard revenue products that will enhance the vacation experience.
- Execute one-call resolution whenever possible, collaborating with other departments for complex issues.
- Maintain accurate reservation history and transaction details using multiple systems and databases.
- Conduct basic research for problem resolution and communicate solutions effectively to customer.
- Directs non-routine matters to the appropriate Celebrity Cruises resource for special handling and resolution.
- Comply with established industry, company protocols and procedures. Perform elevated standards of customer service throughout every interaction with a customer.
- Attend required training sessions and complete online courses; participate in special projects or committees as needed.
- Perform other duties as assigned to support team and business objectives. This may involve assisting colleagues, participating in cross-functional projects, or contributing to organizational initiatives.
Financial Responsibilities
- May make decisions regarding financial compensation to ensure guest satisfaction within established guidelines.
Qualifications
- High school diploma required; college degree or equivalent experience preferred.
- Minimum six months of contact center experience; sales experience preferred.
- Fluent in English; bilingual (Spanish or French) highly desirable.
- Ability to work flexible schedules including weekends and holidays.
- Ability to multi-task, pay attention to detail, and be proactive while delivering elevated hospitality.
- Demonstrate sound judgment, effective reasoning, proven problem-solving abilities and effective decision-making skills.
Knowledge And Skills
- Strong verbal and written communication skills; attention to detail.
- Ability to work in a fast-paced, metric-driven environment while meeting or exceeding established goal and KPIs
- Sales skills including positioning products to meet customer needs.
- Proficiency in data entry (minimum 35 wpm) and navigating multiple systems.
- Basic math skills for pricing, promotions, commissions, and payment processing.
- Proficiency in Microsoft Office and web-based tools.
- Ability to comply with internal policies and maintain professionalism
Physical Demands
The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodation. While performing job functions the employee is regularly required to sit, stand, operate a computer, type, actively listen, communicate, compile data, and assess information. The employee must be able to lift up to 15 pounds and work at a contact center workstation for extended periods. Visual requirements include distant, close and color vision, and ability to adjust focus. May have to travel to other office locations.
Work Environment
Agents may work in a contact center or remote environment. Must maintain a quiet, distraction-free workspace when working remotely. Occasional in-office work may be required based on business needs. 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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
