Azamara Representative - UK

Company: Azamara
Location: Olathe
Posted on: November 26, 2022

Job Description:

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Azamara is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
Position Summary:Working within a multi skilled inbound and outbound contact center team, this role supports both our direct guests and travel partners in North America and UK markets. The role contains significant complexity as it covers guest and agent contacts from initial Sales enquiry all the way through the air and service touch points to the guest departing for their cruise holiday. The primary focus of the role is to achieve revenue targets, deliver a premium service to our Azamara guests and to ensure that we are retaining our high value guests, through every call, email and guest interaction. This position includes managing the total vacation (air, hotel, cruise, cruise tours) via travelbox. Role to ensure that personal and team KPIs are met while staying true to the Azamara brand vision and core values. Hours for this role are as follows: Monday - Friday 2:30am - 2:00pm and Saturday 4:00am - 12:30pm Essential Duties and Responsibilities:

• Working towards revenue targets, convert Sales inquiry calls into bookings using our in-house reservation system
• Servicing existing bookings through our in-house Reservation System, to match our customer's needs
• Servicing air enquiries, using all of the relevant air booking tools (AS400, Choice Air, Amadeus) Accountable for taking full ownership of guest issues, `I can solve this for you'
• Manages total vacations inclusive of bundling: air, hotel, cruise tours, cruise, and other products using travelbox system
• Achieve service levels to ensure the Company; team and individual targets are met
• Manage email inboxes, ensure that responses are completed within the required turnaround times
• Consistently meet and exceed the Company's Quality Assurance Standards
• Demonstrate flexibility to provide support and assistance to other departments when needed
• Attend regular one-on-one with the Team Manager to discuss performance against targets
• Ensure that all written responses are of a consistently high standard to prevent follow up emails
• Engage with the QA process, to maximize performance against set goals
• Attend `cross function training - to support key functions and be multi skilled when required
• Attend regular training to become brand, product and & policy experts within the Company
• Be fully confident in using all of the tools that relate to the role; GUI, WFM, Knowledge desk,
• CruiseMatch
• Provide accurate and timely information utilizing Company resources
• Participate in departmental projects and tasks as required
• 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. Qualifications, Knowledge, and Skills:
• Bachelor's degree (BA) preferred or equivalent combination of education and at least 1 year of experience as a Cruise Representative
• Preferred sales experience including upsell
• Excellent interpersonal skills a must. Must be able to work across departments
• Strong analytical and problem-solving skills are required, along with excellent verbal and written communications
• Must have excellent organizational skills and be able to recall and apply standard procedures
• Must be available to work any 5-day period, 40 hours per week, during overnight hours
• Advanced knowledge of company contacts center systems, policies and procedures relating to Cruise Enhancements
• Ability to navigate PCP (Pre-Cruise Planner), Customer Service Siebel, Travelbox and GUI
• Ability to bundle packages of various products (air, hotel, cruise tours, etc).
• Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources
• Ability to communicate effectively (both verbal and written)
• The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations
• While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 - 15 pounds
• Visual requirements include distant, close and color vision, and ability to adjust focus
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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