Fun Expert Agent (Digital) at CARNIVAL CRUISE LINE

JOB SUMMARY:

The Agent, Fun Expert identifies the place the visitor is within the reserving journey, plans doable itineraries, solutions trip planning questions, notates visitor wants and submits future results in the outbound staff. The incumbent on this function, via established gross sales processes, makes an attempt to transform gross sales calls into cruise bookings, upsells staterooms, and explains and gives cruise trip safety. This incumbent additionally companies incoming technical calls pertaining to the corporate’s web site and self-service bookings. The Agent, Fun Expert assists clients with pre-cruise gross sales and creates service circumstances within the IT assist desk system when points come up that require IT help

ESSENTIAL FUNCTIONS:

• Handles incoming calls from company and journey advisers who’re experiencing technical points with Carnival’s web site, Travel Agent Portal, (GOCCL), Funshops, Online Check-in and Pre-Sale portals.
• Troubleshoots user-facing technical points and escalates extra advanced points needing IT help by way of the case- producing IT system.
• Completes pre-sale transactions. Provides steerage to company on navigating cruise supervisor and different self-service functions.
• Answers questions associated to shore excursions corresponding to: ticket availability, tour distances, and so forth. Assists visitor with evaluating tour choices base on their preferences.
• Handles incoming calls to service enjoyable store inquiries and course of enjoyable store and reward orders.
• Guides journey advisers via Goccl capabilities and options together with however not restricted to: creating on-line profiles, and creating and servicing singular and group bookings. Educated them on accessible assets.
• Handles incoming gross sales calls from shoppers desirous about reserving a cruise trip. Aids in changing these calls into cruise bookings by documenting shopper preferences and desires and submitting the notes as results in the outbound gross sales staff.
• Participates in suggestions and training periods from the Coach and Quality Assurance staff. Contributes to staff conferences and take part in on-going coaching.
• Support different areas by dealing with incoming service calls, contributing to our collective success throughout peak occasions
• Performs different duties as assigned
• Complies with all insurance policies and requirements

QUALIFICATIONS:

• High School Diploma REQUIRED
• 6 months -1 yr earlier gross sales and customer support REQUIRED
• This is a fulltime function. Must have the ability to work 1:30-10 in the course of the week and 1 weekend day shift from 9-6pm est.
• Initial Training: 7 consecutive weeks
• Training Schedule: 1st 5 weeks Monday – Friday | 9:30 AM – 6:30 PM EST
  2nd 2 weeks of coaching Monday- Friday | 1:30-10pm est
• Must have your individual equipment- Stipend of $750 is obtainable after 90 days.
• Must have a quiet, distraction-free workspace is required
• MACBOOKS, Chromebooks and iPads will not be supported
• High-speed web is required; WiFi-only setups will not be permitted.
• Consistent and dependable attendance is a vital perform of the function.

KNOWLEDGE, SKILLS, & ABILITIES

• Working data of Tour Operator Gateway, Goccl Amin Tool, Glasstable, Fun Shops and Log on as User via Carnival Dash.
• Knowledge of Microsoft workplace merchandise required.
• Demonstrates inventive problem-solving expertise and a superb steadiness between firm income aims and buyer satisfaction.
• Exceed buyer expectations with steerage, data, and an actual ardour for journey.
• Ability to offer thorough and full data concerning reserving a cruise together with quoting varied promotions and focused gives
• Ability to clarify technical data to company in a easy and clear method.
• Excellent verbal and written communication expertise for interfacing with company and inside groups, in addition to the power to successfully prioritize and handle time.
• Ability to display wonderful adherence to schedule.
• Ability to multi-task throughout a number of methods and functions, and comfortably navigate a desktop surroundings.
• Can effortlessly interact, explaining step-by-step trip options with endurance and an method tailor-made to every particular person visitor.
• Proactive method to privateness and safety, guaranteeing that every one visitor interactions and knowledge dealing with meet the very best requirements of compliance and moral conduct.
• Must have the ability to stay in a stationary place at a desk and/or pc for prolonged durations of time.
• Must have the power to work varied schedules which can be assigned together with evenings and weekends.

#LI-BM1

#LI-Remote

At Carnival, your complete rewards package deal is rather more than your base wage. All non-sales roles take part in an annual money bonus program, whereas gross sales roles have an incentive plan. Director and above roles may additionally be eligible to take part in Carnival’s discretionary fairness incentive plan. Plus, Carnival offers complete and modern advantages to fulfill your wants, together with:

• Health Benefits:
  • Cost-effective medical, dental and imaginative and prescient plans
  • Employee Assistance Program and different psychological well being assets
  • Additional packages embrace firm paid time period life insurance coverage and incapacity protection
• Financial Benefits:
  • 401(okay) plan that features a firm match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with advantages workers obtain days off for 7 company-wide holidays, plus an extra floating vacation to be taken on the worker’s discretion.
  • Vacation Time – All full-time workers on the supervisor and under degree begin with 14 days/yr; director and above degree begin with 19 days/yr.  Part-time with advantages workers obtain break day based mostly on the variety of hours they work, with a minimal of 84 hours/yr.  All workers achieve further trip time with additional tenure.
  • Sick Time – All full-time workers obtain 80 hours of sick time annually.  Part-time with advantages workers obtain break day based mostly on the variety of hours they work, with a minimal of 60 hours annually.
• Other Benefits
  • Complementary stand-by cruises, worker reductions on confirmed cruises, plus particular charges for household and buddies
  • Personal {and professional} studying and growth assets together with tuition reimbursement