Reservations Sales and Support Agent

2 weeks ago


Valencia, California, United States Holland America Group Full time
Job Description

Cunard is a world-renowned cruise line seeking a highly skilled Reservations Sales and Support Agent to join our team. As a key member of our sales and customer service team, you will be responsible for providing exceptional service to our esteemed guests while driving sales and revenue growth.

Responsibilities
  • Develop ongoing relationships with travel consultants and guests, offering alternate destinations or services to maximize their experiences with Cunard.
  • Use sales techniques to promote the sale of cruises and land packages.
  • Utilize knowledge of product and booking policies to respond to inquiries while maintaining excellent customer service.
  • Research and respond to customer questions and concerns related to Company product and customer's specific reservation.
  • Monitor bookings to ensure accurate completion of transactions when assisting travel agents with existing bookings and ability to upsell.
  • Meet productivity requirements, reviewing own work to ensure quality and utilizing performance metrics.
  • Maintain goals set through and maintained by Sea Card.
  • Locate and communicate accurate information via chat, with up to 3 live chats sequentially with different information.
  • Respond to customers as quickly as possible, whether by email or live chat, and document each customer's question or problem as well as the resulting answer or solution.
  • Remain up to date on all products and services offered by the company to help customers effectively.
  • Keep track of general call questions and complaints, making suggestions on how to improve customer service.
  • Quickly alert necessary departments of any website errors or other technical issues if multiple queries are received about the same issue by customers.
Requirements
  • One year of experience in customer service or sales, with experience in the travel and hospitality industry preferred.
  • Excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
  • Able to work independently and be self-motivated, as this role will be working from home.
  • Proficiency in the use of computer business applications, with working knowledge of computerized reservations systems and ability to troubleshoot issues independently.
  • Organizational skills and ability to handle multi-tasking and work under pressure to meet deadlines.
  • Must be legally authorized to work in the United States.
Benefits
  • Cruise and travel privileges for you and your family.
  • Health benefits.
  • 401(k).
  • Employee Stock Purchase Plan.
  • Training and professional development.
  • Tuition and professional certification reimbursement.
  • Rewards and incentives.
  • Base hourly range: $16.35 to $22.07.

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