Customer Service Representative, Club Royale - Mandarin Speaking

Position Summary:

The essential function of a Club Royale Representative - Mandarin Speaking is to provide the highest possible level of service to our database of high value casino guests and to understand these high value guests’ needs in order to increase their number of annual visits to our ships. Will service Travel Partners, Direct Guests, and Direct Group reservations to provide access to all client service areas within the Royal Caribbean International organization in a one-stop platform. To be effective they must be organized, detail oriented, committed to outstanding customer service and able to quickly calculate and make decisions based on financial data.

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Essential Duties and Responsibilities:

• Will service Travel Partners and Direct Guests who are members of Club Royale or sourced through shore side partnerships and provide access to all client service areas within the Royal Caribbean International in a one-stop platform. 
• Handles inbound and outbound chat, calls, emails, faxes and mail from travel partners, Royal Reps and Direct Guests.
• Role will also utilize multiple chat platforms to engage with the guest and trade community.
• Handles all aspects of direct group reservations, including allocating cabin inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments.
• Answers general and specific questions regarding groups, product offerings, and policies.
• Sells cruise vacation packages for Royal Caribbean International by verifying the products and promotions that could be aligned with customer interest as well as the availability in the database/system based on the required dates.
• Reviews daily and monthly productivity goals to ensure adherence to schedule and department objectives.
• Investigates travel agent/guest complaints on bookings, produce, service, billing, air, credit, or pre/post vacation experiences.  Examines booking history, accounting information, related documents and correspondence and converses or corresponds with customer and other company personnel such as Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, sales etc, to obtain facts regarding travel agent/direct guests’ complaint.
• Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

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Financial Responsibilities:

• Ability to thoroughly research all aspects of customer experience and service level to determine appropriate service recovery within compensation parameters and to ensure maximum customer retention.
• Responsible for reconciliation of all financial transactions for group and individual business, including but not limited to cross referencing of payments, processing refunds as necessary and ensuring accurate pricing.
• Makes decisions regarding the offering of special faring and approves/denies exceptions to company guidelines, upgrades or other inducements to ensure continued guest satisfaction.
• Responsible for achieving pre-determined revenue targets.
• Responsible for reconciliation of all financial transactions for group business, including but not limited to cross referencing of payments, processing refunds as necessary and ensuring accurate pricing.
• Responsible to keep Royal Caribbean International consumer data secure including but not limited to, guest credit card information and casino gaming data (except as directed by management.)
• Creating reservations in accordance with Royal Caribbean International standards

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Qualifications:

• Previous sales experience preferred.
• Previous shoreside or ship-based Casino experience preferred. 
• Previous external-facing (phone or front of house) experience with high-value guests preferred.
• Minimum 2 years college degree preferred.
• Minimum of 1 year call center experience required preferably in a hospitality / travel related field.
• Able to Communicate in Mandarin Fluently
• Able to Read in Mandarin
• Day-shift Schedule but must also be amenable to a Mid-shift Schedule
• Work on Site (One Ayala Tower, Makati City)

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Knowledge and Skills:

• Use of sound judgment is essential.
• Ability to build and maintain successful business relationships with the most valued external customers as well as co-workers in order to successfully close business and service customer needs.
• Must be able to use clear and precise communication with the guests about all details of their vacation.
• Ensure accurate and complete information is provided throughout the booking process.
• Takes ownership of a situation and walks it through completion.
• Ability to write reports, memos and business correspondence. Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to work, interact, and communicate with external/internal customers at all levels.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to understand and communication government regulations.
• Maintains a level of professionalism which is consistent with Royal Caribbean standards.
• Displays the highest degree of personal integrity; takes responsibility for personal growth.
• Knowledge of AS400 or similar reservations system required. Microsoft Word, Microsoft Excel,
• Microsoft Access and Lotus Notes experience preferred.

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