Outbound Sales Agent

2 weeks ago

Manila, National Capital Region, Philippines RCL REGIONAL OPERATING HEADQUARTERS Full time

Position Summary:

This position is part of a direct consumer outreach sales organization, where the Outbound Sales Agent is responsible for supporting potential new and existing customers to create the vacation experience that they are seeking with our brand. The sales agent is responsible for utilizing sales techniques to finalize sales on one call. This position is also responsible for servicing the direct guests as well as exceeding their expectations during each call. This position handles inbound and outbound calls, which includes managing a guest reservation up until the time the guest sails. The sales agent is responsible for managing a database of direct guests and attempting to contact up to 150 hot leads per day. These leads provided will have all shown recent interest in making a reservation with Royal Caribbean International. This is not a cold calling role as leads have expressed prior genuine interest. We are looking for forward-thinking individuals with a strategic drive, dedicated to putting the customer's needs first while meeting the business objective. The sales agent role manages guests buying habits and special interest, capturing this key information into the database for future sales call opportunities driven by the guest's previous contacts, and set up marketing opportunities within the system and work assigned scheduled call appointment times. Sales agents will be held accountable for meeting weekly pax and booking count goals, conversion, attempts, and operational and customer service targets each month.

Essential Duties and Responsibilities:

  • Effectively evaluate guest needs and identify products that best fit the guest's needs, providing sales recommendations for our products on all sales calls and correctly creating accurate reservations.
  • Servicing existing reservations according to guest requests and in accordance with existing business rules.
  • Providing one call resolution on all calls.
  • Responsible for working with other departments to assist guests in securing accurate information and finalizing their reservation.
  • Applying customer service standards in all guest interactions as defined by the business.
  • Responsible for correctly capturing pertinent information and payments during all interactions with guests.
  • Responsible for maintaining brand standards when handling guest inquiries.
  • Responsible for ensuring guest inquiries are consistently handled in an efficient manner within set call handling times.
  • Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Key Accountabilities:

  • Meeting weekly Pax, Booking, and Attempt Goals.
  • Meeting daily Metric Goals.
  • Displaying the Royal Way at each interaction.
  • Responsible for managing their bookings and all pertinent information & payments.
  • Reports to a Sales Coach, part of a sales team.

Core Competencies:

  • Ability to use sound judgment through the sales and booking process.
  • Business Effectiveness.

Interpersonal Effectiveness:

  • Experienced in building relationships and discovering what motivates the guest to buy.
  • Ability to relate and respond to the guests concerns and desires.
  • Ability to bridge across the sales process by using key sales techniques.
  • Ability to use clear and precise communication with the guests about all details of their vacation.
  • Ability to effectively use designated software to manage the database of guest information.

Personal Effectiveness:

  • Ability to display the highest degree of personal integrity, takes responsibility for personal growth.
  • Adherence to Schedule and CVP/Consumer Outreach Objectives and Goals.

Qualifications:

  • Fluent English communication skills.
  • 3 years of Outbound Sales phone experience.
  • Minimum 2 years College Degree preferred.

Knowledge and Skills:

  • Ability to use sound judgment and qualifying questions to effectively maneuver through the sales booking process.
  • Apply effective sales technique to address all guest concerns and secure the sale on one call.
  • Must consistently demonstrate effectiveness in building relationships and discovering what motivates the guest to buy.
  • Ability to relate to guests and respond to the guests concerns and desires.
  • Ability to bridge across the sales process by using key sales techniques.
  • Ability to use clear, professional, and precise communication with the guests about all details of their vacation according to brand standards.
  • Ability to display the highest degree of personal integrity and take responsibility for personal and professional growth.
  • Must adhere to assigned schedule and all applicable CVP/Consumer Outreach objectives and goals.
  • Computer knowledge and skills required.
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