Call Centre Agent

The Contact Centre agent is a brand ambassador and directly contributes to the achievement of the business objectives through customer focused engagements with trade and direct guests alike in order to convert sales and provide superior customer service. You will be part of a Contact Centre team that sells our award-winning cruises and assists our Guests, Voyagers Club Members and our valued Travel Partners from the time they book until the time they sail.

**Principal Accountabilities**
- Answer all calls in line with the Cruises Service Standards
- Utilises the reservation system (DTS) to process telephone sales
- Promotes Cruises products and services in order to generate revenue
- Seize opportunities to upsell products when they arise
- Provides assistance with first level problem resolution
- Confidently responds to questions and provides accurate information
- Discovers preferences and needs to guide callers to find their perfect cruise vacation
- Builds relationships with callers through warm, engaging conversations
- Strives to become a brand expert with a deep understanding of our ships, itineraries, ports of call and pricing programs
- Assist guests with specialist support and after-sales service, such as reservations changes, purchase of additional services, and special requests
- Provides relevant information to guests in order to enhance customer service and loyalty
- Assists guests with their online bookings and web queries
- Reports guest feedback on web functionalities and content
- Assists with in-house support and training of new staff, when required
- Participates in specific operational projects, as required
- International knowledge and experience
- Identify guest needs by clarifying information, explore every issue and provide solutions
- Develop and maintain sustainable relationships by engaging with customers by going the extra mile
- Flexibility to work in line with Cruises operational requirements
- Fully conversant with Cruises and associated products
- Constantly update knowledge by frequenting Connect and Cruises e
- library to enhance knowledge
- Meet personal/team qualitative and quantitative targets
- Present a professional and favourable image of Cruises at all times

**Job Specific Capabilities and Experience**:
**Experience**

Essential:
Travel & Tourism Diploma Relevant Tourism experience

Minimum two years Contact Centre Experience

Excellent command of the English language both written and spoken Strong background in reservations or sales, travel company preferred

Technical Skills**:
Proficient in Microsoft Excel, Microsoft word, Microsoft Power-point

**Key Skills and Competencies**
- ** **Goal driven and self-motivated
- Extremely organized and detail oriented
- Excellent verbal, oral and written communication skills
- Must be able to communicate professionally and effectively at all levels (verbal and written) with both internal and external customers.
- Experienced with Microsoft Office and possesses basic computer skills
- Must have an outgoing personality and ability to maintain a positive attitude and enthusiasm each and every day.
- Passion for excellent guest satisfaction
- Excellent listening and problem-solving skills
- Ability to think outside the box and be open to new challenges
- Team player attitude
- Ownership and accountability
- Problem solving
- Time Management

Person Profile
- ** **Strong customer focus
- Self
- motivated and disciplined
- Ability to work under pressure
- Ability to communicate at all levels
- Proven verbal, written and telephonic skills
- Organised and methodical
- Culturally aware
- Resilient and pro-active
- Team player

Job Context
- ** **Required to work on public holidays.
- Required to work as per various shifts.
- Required to work night shifts.