Cruise Specialist, CO Service Agent

Position Summary:

     The main job responsibility of this position is to provide cruise inquiry services and handle a portion of ticket booking sales for direct guests via phone, email, and online chat. This includes managing all pre-sale and pre-cruise inquiries and making outbound calls for follow-up problem solving or reminder purposes. The employee should possess good communication skills, with the ability to listen carefully and patiently to guests, quickly understand their needs, and offer appropriate travel solutions. They must communicate efficiently with customers to address all inquiries while maintaining high service standards and meeting performance targets. Additionally, the employee should be proficient in mastering and executing the company's internal operational processes to ensure smooth service delivery. This role also involves handling customer complaints to resolve issues effectively, providing feedback to supervisors regarding frontline business situations.

Essential Duties and Responsibilities:

1. Proficient in using OFFICE software, telephone systems, and booking systems.
2. Able to communicate effectively with guests via phone, email, and online chat tools. Demonstrates attentive listening and patience, quickly understanding customer needs, providing tailored travel plans, and resolving concerns through clear and effective communication while maintaining high service standards.
3. Have a sense of proactive problem-solving consciousness to conduct outbound calls to potential customers for follow up or remind them of bookings. Able to proactively explore customer’s needs and help assisting customers with their concerns while maintaining high service levels. Successfully meet monthly KPI target.
4. Able to communicate effectively with guests via phone, email, and online chat tools. Demonstrates attentive listening and patience, quickly understanding customer needs, providing tailored travel plans, and resolving concerns through clear and effective communication while maintaining high service standards.
5. Have basic financial knowledge and can independently solve reconciliation, refund, invoice, and other related issues for guests.
6. Demonstrates a genuine passion for service- oriented work, with a strong sense of enthusiasm and enterprise, while having high resistance to pressure.
7. Have fast and efficient learning ability to ensure that monthly exams meet company standards.
8. Honest, careful, strictly abide by and pass QA assessment, and meet company audit and compliance requirements.
9. Have good interpersonal and communication skills, have teamwork consciousness, and can efficiently complete daily cross-department cooperation.
10. Accept work flexibility, including the ability to accept changes in work hours and work groups and obey company arrangements.
11. Have job stability, with a minimum of 2 years of tenure in the same position.