Specialist, Cruise

2 weeks ago

Shanghai, Shanghai, China Royal Caribbean Group Full time
Position Summary should state why the job exists.

The main job responsibility of this position is to provide cruise ticket booking sales and services for direct guests through phone, email, and online chat, including all pre-sale and pre-cruise inquiries. The employee needs to have good communication skills with customers, be able to listen carefully and patiently to guests, quickly understand customer needs, and provide travel solutions. The employee also needs to successfully book and receive payment from customers through efficient communication while maintaining a high level of service and completing sales targets. Additionally, they need to be proficient in mastering and completing the company's internal operational processes. In addition, this position also requires handling complaints escalations, providing feedback to supervisors on the front-line business situation, and assiting supervisors to train new employees.

Essential Duties and Responsibilities:

List the 8-10 key areas of responsibility in descending order, with the responsibility requiring the most amount of time first. Use specific action verbs such as "manages", "analyzes", "files", etc.

Proficient in using OFFICE software, telephone systems, and booking systems. Be able to communicate with guests through phone, email, online chat tools. Be able to listen carefully and patiently, quickly understand customer needs, provide travel plans, and successfully complete the booking through effective communication while maintaining high service levels. Have a sense of proactive sales consciousness to conduct outbound calls to potential customers. Able to proactively explore reasons why customers have not yet made reservations and provide targeted travel plans while maintaining high service levels. Successfully meet monthly sales targets. Highly sensitive to numbers and price calculations. Able to provide customers with the best travel packages and plans while ensuring company interests in complex promotional schemes. Have basic financial knowledge and can independently solve reconciliation, refund, invoice, and other related issues for guests. Love sales-oriented customer service work, passion, and enterprise, while having high resistance to pressure. Have fast and efficient learning ability to ensure that monthly exams meet company standards. Honest, careful, strictly abide by and pass QA assessment, and meet company audit and compliance requirements. Have good interpersonal and communication skills, have teamwork consciousness, and can efficiently complete daily cross-department cooperation. Accept work flexibility, including the ability to accept changes in work hours and work groups and obey company arrangements. Have job stability, with a minimum of 2 years of tenure in the same position.

Financial Responsibilities:

List any responsibilities for budget, expenses and/or achievement of revenue targets in US Dollars.

None

Qualifications:

List the minimum level of education and experience required to perform the work at the entry level of the job.


• College degree or above, with preference given to those who have studied tourism-related majors.


• At least 3 years of experience in direct sales contact center, with preference given to those who have experience in selling overseas travel products.


• Preference given to those with customer service experience on social media platforms like Alibaba, Fliggy, Redbook, TikTok, or enterprise WeChat.


• Preference given to those with call center experience in serving foreign companies.

Knowledge and Skills:

List specific knowledge and skills necessary to perform this job related to the Essential Duties and Responsibilities identified above. Specific physical and/or cognitive requirements that are essential parts of the job (lifting, standing for extended periods of time, attention to detail, hearing, carrying, moving, pushing/pulling, climbing, etc.), should be described clearly and precisely.

Fluent in standard Mandarin, clear pronunciation, no regional accent, and approachable. Reading and writing email skills at or above CET-4 of English, good oral communication ability in English will be preferred.

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