Supv, Guest

1 day ago

Pasay P, Philippines Royal Caribbean Group Full time ₱1,500,000 - ₱2,500,000 per year

POSITION SUMMARY:

The role is to maximize sales turnover by providing immediate assistance quality service and specialist

knowledge in the administration of bookings made by our Guest & Trade Sales/Service Agents Working

closely with the Team Managers by providing administrative assistance for call flow management agent

adherence Acting as first point of escalation for customer/trade enquiries Ownership of technical hand

overs Supporting quality and training programmes To ensure that all enquiries are handled in a

professional manner thereby behaving as an exemplary role model to other staff in attitude

appearance and performance As part of the GTS operational management team this role will require

the individual to work shifts and take responsibility for the Contact center outside of core (9-5 Mon –

Fri) operational hours

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To provide technical / product support to all call center agents via agent assist and agent hand

over acting in a timely and professional manner which meets the needs of both customer and

agent

To ensure that call adherence targets are achieved through actively monitoring real time

performance to ensure that daily/weekly/monthly service levels are achieved

Identify training needs to enhance overall quality of service and sales performances targets are

achieved

Act as first line escalation for all pre-Cruise customer / agents enquires taking ownership of the

problems and resolving the issue to a guest/trade partners satisfaction All enquiries to be

resolved within agreed service levels or guest promised timescales

Act as training support for both design/support and delivery as requested by the call center

training manager

To manage all Staff bookings enquiries and amendments owning the Family/Friends policy and

ensuring at all times the required processes are adhered to Support Marketing/PR with the

complimentary booking process

Assist with projects impacting on GTS which will drive guest satisfaction new systems

developing new processes

EXPERIENCE / KNOWLEDGE & SKILLS

Leadership Skills
Ability to give direction to ensure agents can resolve problems and take responsibility for their

bookings

Articulate in communication
Ability to make decisions under pressure by effective problem-solving skills
Administration & Time Management Skills
Attention to detail and a sense of pride in accuracy
Able to work under pressure
Ability to deliver to deadlines and work towards company's measures
A Motivator
Able to maintain a desire to excel and succeed in self and others through a positive and

constructive attitude

Acts as a role model with a "can do" attitude and with an excellent record of performance

sickness lateness etc

Team-working
Works co-operatively within all teams
Achieves Results
Clearly understands and achieves their own as well as the company's goals and objectives
Customer Focus
Anticipates responds to and seeks to meet the needs of our agents
Communication Skills
Articulate in assisting agents
Ability to problem solve effectively
Able to liaise and co-ordinate with several cultures and departments
Planning and Organizational Skills
Ability to plan current and future workloads
Implementation
Demonstrates ability to take instruction and support and communicate it effectively to others

from a management perspective

SYSTEM & PROCEDURAL KNOWLEDGE