Agent, CEL CO Direct Guest Service
7 days ago
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Answers in-bound telephone calls from direct guests and/or travel partners. Provides general information regarding Celebrity Cruises products, services, and promotions.
- Quotes prices and availability including cross-selling and up-selling. Assists in creating new reservations following Celebrity Cruises Sales Process.
- Services existing bookings including making necessary changes to reservations, processing payments, and arranging guest unique travel preferences. Researches and provides information to accommodate special needs requests.
- Provides a one-call resolution on all applicable calls while working with other departments to assist guests in securing accurate information and finalizing their reservation.
- Accomplishes both inbound and outbound phone calls to provide upsell opportunities to guests' existing reservations.
- Analyzes guest reservations and provides recommendations on any additional revenue components to enhance the cruising experience.
- Enters required information into the reservation system to maintain accurate history of each reservation and any associated transactions. Uses multiple database systems, internal computer programs, and various computer-based resources.
- Conducts basic research for problem resolution and communicates solutions to guests and/or Travel Partners.
- Directs non-routine matters to the appropriate Celebrity Cruises resource for special handling and resolution.
- Complies with established industry and company protocols and procedures. Performs elevated standards of customer service throughout every interaction with a customer.
- Makes outgoing calls and receives incoming calls from guests related to any redeployments, charters, etc., and makes all necessary changes to reservations.
- Meticulously records individual preferences/interactions, maintaining a detailed guest history to ensure that no request requires repeating and every experience with Celebrity Cruises is exceptional.
- In a dynamic work environment, flexibility and collaboration are essential. Employees should be prepared to take on tasks outside their primary responsibilities when necessary to support the team and ensure operational efficiency. This may involve assisting colleagues, participating in cross-functional projects, or contributing to organizational initiatives.
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