Job Description
We are seeking Virtual Service Agent to service incoming calls on existing individual bookings from travel agents and direct guests in an expeditious and efficient manner. Agent does this by establishing rapport and confidence with customers.
ESSENTIAL FUNCTIONS
Excellent attendance and punctuality is an essential function of the job.
Handle a high volume of inbound calls with varying degrees of questions and/or concerns and act as the primary customer service agent in processing or responding to basic customer requests, inquiries and/or bookings changes. Performs this by achieving productivity standards and goals set by the company while maintaining a high level of customer service inclusive of total number of incoming calls, length of call, and ACW (after call work).
Actively participate in on-going feedback and coaching sessions from Quality Assurance, Supervisor, as well as contribute to team meetings
Stay current on new information in regards to sales, new products, marketing campaigns and other sales and service initiatives through training, self-study, company newsletter, etc.
Adhere to established escalation process to refer unresolved customer issues to designated call center team member or supervisor for further resolution and/or research
Working weekends, including Saturday and/or Sunday is an essential function of the job
QUALIFICATIONS
High School Diploma or GED
Minimum 1 year of customer service experience required.
Customer service experience in a hospitality industry or Contact Center preferred.
Knowledge of Microsoft Office products preferred. Comfortable taking incoming calls via phone and computer.
Ability to demonstrate excellent attendance and punctuality.
Ability to resolve customer issues in a clear, calm, and diplomatic manner.
Ability to demonstrate empathy.
Ability to demonstrate good verbal and written communication skills required.
Ability to demonstrate very good listening skills to interpret and address customer requests and needs.
Ability to be a self-starter with a strong work ethic.
Demonstrate creative problem solving skills.
Demonstrate basic business acumen – balance between company revenue objectives and customer satisfaction.
Effective at resolving challenging customer issues.
About Us
Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!
Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law.
Benefits as a member of Carnival's Team:
A comprehensive benefit program which includes medical, dental and vision plans
Additional programs include company paid term life insurance and disability coverage and a 401(k) plan that includes a company match
Employee Stock Purchase plan
Paid vacation and sick time
Cruise benefits
An on-site fully accredited preschool educational program located at our Doral campus
An on-site Wellness Center and Health clinic at our Doral campus