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About the Role

This role supports guests and travel advisors throughout the booking process, from planning itineraries to handling service requests, including booking modifications for the Australia and New Zealand market. It aims to convert sales calls into cruise bookings, upsell staterooms, and offer pre-cruise add-ons. The role also involves servicing technical issues related to the company's websites and self-service bookings, creating service cases when IT intervention is needed.

Responsibilities

Handles incoming calls relating to guests and travel advisors experiencing technical issues with Carnival website, Travel Agent Portal, (GOCCL), Funshops, Online Check-in and all Pre-Sale portals
Handles incoming service calls from guests and travel advisors throughout the booking process until the departure date, providing support for any changes or updates needed
Troubleshoot user-facing technical issues and escalate to IT via opening service case to troubleshoot escalations
Provide guidance on how to navigate cruise manager and complete presale transactions
Handle incoming calls to service fun shop inquiries, process fun shop orders and gift orders over the phone
Actively participate in on-going feedback and coaching sessions from the Quality Assurance, Coach, as well as contribute to team meetings and participate in on- going training
Answer any shore excursion questions that aren’t listed online like ticket availability, excursion distances, etc. and compare options based on guest preferences
Guide travel advisors through all Goccl functions including but not limited to creating profiles online, educating on resources available, creating and servicing individual and group bookings
Handle incoming sales calls from direct consumers interested in booking a cruise vacation with the goal of converting the call into a cruise booking and taking excellent notes to submit future leads for the outbound team on calls that do not result in a booking
Collaborate with internal departments and the Australia office team to achieve shared goals effectively

Requirements

A Bachelor's degree in Business Management or Hospitality related courses
At least 2 years of customer service experience in hospitality or contact center industry
Must be knowledgeable of Microsoft office products
Must be amenable to work in AEST

Location

Metro Manila
Nearby provinces in the Philippines

Work Type

Remote

Experience Level

2 years of customer service experience

Education Level

Bachelor's degree in Business Management or Hospitality related courses

About the Company

Cruise Administration Services, Inc. (CASI), a Carnival Cruise Line entity in the Philippines