RYL UK&I Trade Service Agent

Journey with us Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group We are proud to offer a competitive compensation and benefits package and excellent career development opportunities each offering unique ways to explore the world

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations and the best people Together we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests

Royal Caribbean Group's International Guest and Trade Service Team has an exciting career opportunity for a full time RYL UK&I Trade Service Agent

Position Summary

Working within an inbound contact centre team the Royal Agent's role is to support trade partners & guests The role is of medium complexity as the role covers trade partners and some guest contacts from initial Sales enquiry all the way through the air and service touch points to the guest departing for their cruise holiday

The primary focus of the role is to deliver a premium service to our Royal UK & Ireland trade partners & guests by giving consistent elevated service through incoming calls

To ensure that personal and team KPI's and objectives are met whilst staying true to the Royal brand vision and core values

Essential Duties and Responsibilities

Key accountabilities

• Answers inbound telephone calls from travel partners and direct guests with an upbeat and friendly disposition exceptional verbal communication skills and a strong commitment to customer satisfaction

• Servicing existing bookings through our in-house Reservation System to match our customers' needs

• Servicing air enquiries using all of the relevant air booking tools

• Accountable for taking full ownership of guest issues 'I can solve this for you'

• Convert any Sales enquiry calls into bookings using our in-house reservation system focusing on 'right guest right ship right price'

Measured by

• Perform against department & personal KPIs

• Through regular monitoring feedback and the QA process ensure that high value guest enquiries are being converted and retained through their service experience

• Delivering a personalized and premium level of customer service for every Royal guest contact including all phone and some off phone contact

• Effectively handle guest complaints to prevent complaint reoccurrence

• Provide a first call resolution by pre- emptying the callers next question and to prevent unnecessary calls

OPERATIONS & KPI's

Key accountabilities

• Achieve service levels to ensure the Company's team and individual targets are met

• Consistently meet and exceed the Company's Quality Assurance Standards

• Demonstrate flexibility to provide support and assistance to other departments when needed

Measured by

• Attend regular 121's with the Supervisor/Manager to discuss performance against targets

• Ensure that all written responses are of a consistently high standard to prevent follow up emails

• Engage with the QA process to maximize performance against set goals

• Attend 'cross function training' to support key functions and be multi skilled when required

STAFF TRAINING & DEVELOPMENT

Key accountabilities

• Attend regular training to become brand product and & policy experts within the Company

• Be fully confident in using all systems that relate to the role; (ie AS400 Travelbox WFM KD)

• Provide accurate and timely information utilizing Company resources

• Participate in departmental projects and tasks as required

Measured by:

• Demonstrate your knowledge when speaking to agents & guests Become a knowledge expert

• Take ownership for keeping updated on system product brand and policy enhancements to ensure that your knowledge is up to date

Qualifications Knowledge and Skills

• Experience within Royal Caribbean and/or the travel industry Particularly within a cross functional customer service/sales/operational environment

• Experience of guest complaints desirable

• Good attention to detail

• Ability to multitask and work under pressure

• Excellent interpersonal and communication skills

• Flexible approachable with a passion for the business

• Working on a shift pattern weekends will be worked on a regular basis

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 manager

We know there's a lot to consider As you go through the application process our recruiters will be glad to provide guidance and more relevant details to answer any additional questions Thank you again for your interest in Royal Caribbean Group We'll hope to see you onboard soon

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 Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment