Supervisor, Inbound Sales

5 days ago

Pasay, Philippines Royal Caribbean Group Full time

Overview

Royal Caribbean Group is hiring a Supervisor, Inbound Sales & Service to lead a multifunctional team responsible for driving and supporting a sales culture, Individual Direct and Trade services across Royal Caribbean and Celebrity Brands. The role requires coaching, performance monitoring, and adaptation to changing duties while delivering excellent customer service and building guest and partner relationships.

Responsibilities
  • Identify, support and promote Key Performance Metrics for team members.
  • Recommend improvements to product, booking documentation methods, revenue management procedures, service and accounting methods.
  • 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. Employees may be required to perform any other job-related duties as assigned by their supervisor or management.

Qualifications
  • 4-year Bachelor Degree required.
  • 3 years of industry or call center experience preferred.
  • Previous coaching or supervisory experience.
  • Experience in customer service call center (inbound or outbound) preferred.
  • Excellent English skills.
Knowledge and Skills
  • Excellent interpersonal skills and strong sales techniques.
  • Ability to work across departments and communicate clearly (written and verbal, English; Chinese is highly regarded).
  • Ability to develop phone relationships with customers and partners, resolve challenges, and strengthen guest loyalty.
  • Strong problem-solving, call resolution, and customer service soft skills.
  • Ability to investigate guest inquiries and complaints across bookings, products, services, billing, and pre/post vacation experiences.
  • Flexible with work schedule and capable of handling irate or escalated calls.
Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Sales and Business Development
  • Industries: Travel Arrangements
Compliance

It is the policy of Royal Caribbean Group 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.

Get notified about new Sales Supervisor jobs in Pasay, National Capital Region, Philippines and other locations as applicable.

Note: This job description reflects the responsibilities and duties of the position but is not intended to be all-inclusive. Management reserves the right to assign or reassign duties as needed.

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