GCC, Pre-Cruise Service Agent (Pooling)

POSITION SUMMARY: 

The Pre-Cruise Service Agent at Celebrity Cruises is part of a dynamic Global Contact Center responsible for delivering exceptional service and creating memorable vacation experiences for our customers (both direct guests and travel partners.) Pre-Cruise Service Agents will leverage “The Celebrity Way” to deliver consistent, elevated hospitality while utilizing their customer skills to service cruise bookings effectively. This role requires strong communication skills, a commitment to customer satisfaction, and the ability to position and sell Celebrity Cruises products and services. Agents may handle inbound and outbound calls, email inquiries, and manage reservations while adhering to company protocols and quality standards.

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ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Ability to handle both inbound and outbound phone calls from/to direct guests and/or travel partners. Provide accurate information regarding Celebrity Cruises products, services, pricing, promotions, redeployments, charters, etc.
• Service existing reservations by processing changes, payments, and customer preferences. Agent may be required to research and provide information to accommodate special needs requests. 
• Quote prices and availability, cross-sell and upsell products, and secure new reservations including pre/post packages, Flights by Celebrity, CruiseCare insurance. Create new reservations following Celebrity Cruises Sales Process.
• Provide recommendations and upsell onboard revenue products that will enhance the vacation experience. 
• Execute one-call resolution whenever possible, collaborating with other departments for complex issues.
• Maintain accurate reservation history and transaction details using multiple systems and databases.
• Conduct basic research for problem resolution and communicate solutions effectively to customer. 
• Directs non-routine matters to the appropriate Celebrity Cruises resource for special handling and resolution. 
• Comply with established industry, company protocols and procedures.  Perform elevated standards of customer service throughout every interaction with a customer.
• Attend required training sessions and complete online courses; participate in special projects or committees as needed.
• Perform other duties as assigned to support team and business objectives. This may involve assisting colleagues, participating in cross-functional projects, or contributing to organizational initiatives.   

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FINANCIAL RESPONSIBILITIES 

• May make decisions regarding financial compensation to ensure guest satisfaction within established guidelines.

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QUALIFICATIONS: 

• High school diploma required; college degree or equivalent experience preferred.
• Minimum six months of contact center experience; sales experience preferred.
• Fluent in English; bilingual (Spanish or French) highly desirable.
• Ability to work flexible schedules including weekends and holidays.
• Ability to multi-task, pay attention to detail, and be proactive while delivering elevated hospitality.
• Demonstrate sound judgment, effective reasoning, proven problem-solving abilities and effective decision-making skills. 

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KNOWLEDGE AND SKILLS: 

• Strong verbal and written communication skills; attention to detail.
• Ability to work in a fast-paced, metric-driven environment while meeting or exceeding established goal and KPIs
• Sales skills including positioning products to meet customer needs.
• Proficiency in data entry (minimum 35 wpm) and navigating multiple systems.
• Basic math skills for pricing, promotions, commissions, and payment processing.
• Proficiency in Microsoft Office and web-based tools.
• Ability to comply with internal policies and maintain professionalism