One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Princess has introduced Medallion Class Vacations. This award-winning innovation offers the fastest way to an effortless, personalized vacation.
We’re looking for amazing Travel Sales and Support Agents to fill this role. You’ll be responsible for selling Princess North American products to Travel Advisors (and direct guests, when applicable) and providing service support for incoming calls from Travel Advisors (and direct guests, when applicable) as well as internal colleagues from various departments. The agent will drive sales and meet monthly individual Key Performance indicators (KPIs) for the Consumer Sales Department and consistently deliver on the commitment to drive customer satisfaction through excellent customer service. The person will work closely with Sales Coaches alongside a team of sales agents to support the overall department goals. This is an agile position expected to meet and reach to the changing needs of customers and the business. The Reservation Sales and Support Agent serves as a subject matter expert on products, policies and programs.
Here’s a summary of what Princess is looking for in its Travel Sales and Support Agent. Is this you?
Responsibilities
- Take inbound calls from Travel Agents (and direct guests, when applicable) interested in booking cruise vacation while using professional sales techniques on every call to make a reservation and enhance guest’s experience.
- Navigates a fast-paced, high call volume Contact Center team environment while communicating with guests, Travel Advisors and internal employees with regards to cruise vacation reservations.
- Evaluates callers’ needs and responds to questions and requests, while maintaining attention to detail and accuracy to provide excellent customer service to the caller.
- Ability to use multiple systems and resources simultaneously to assist with creating and servicing bookings and answering questions.
- Ability to consistently deliver on commitments to external and internal customers to drive customer satisfaction while meeting or exceeding all department performance metrics and goals. Achieve monthly Key Performance Indicators for Direct Sales department.
- Check and respond to Team chats and e-mails, and relaying messages accurately and promptly as well as attending and actively participating in daily team meetings or relevant sales trainings to ensure appropriate sales techniques are being used and accurate information is being communicated to direct and TA customers.
- Maintain high ethical standards and professionalism while multitasking and prioritizing as necessary to meet travel advisor and guests’ needs.
- Provide back-up assistance to fellow team members in their absence.
- Adhere to all required company initiatives, department-specific policies (including work schedule) and procedures during daily operations, such as information retention and mandatory training.
- Ensure compliance with all legal and legislative regulations that pertain to the job, including company and department-specific policies.
- Assist on special projects and other job-related functions as assigned by Coach or Manager.
- Ability to speak with Travel Advisors in a professional business to business perspective as they are more knowledgeable than direct guests.
- Additional duties as assigned by supervisor or manager.
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