皇家加勒比游轮船务（中国）有限公司

Great vacations begin with great employees

JOB OPPORTUNITIES

Title : 粤语电话客服

Launch date : 2021.08.04

Department : GTS

Salary : 面谈

Location : 上海

Recruitment type : Permanent

Send to E-mail : hrchina@rcclapac.com

Essential Duties and Responsibilities :

POSITION SUMMARY:
Responsible for receiving and responding to service requests and inquiries from direct guests via inbound and/or outbound phone calls, emails,as assigned. Deal with existing booking services, loyalty services and pre-cruise inquiry. Provides single call/first call service request resolution and adds any requested revenue components to bookings. Makes outcalls to guests in order to advise of changes to reservations (i.e., redeployments, charters, etc.), and makes changes to the reservation as required. May contact other departments in order to complete guests’ service requests, and provide appropriate responses to guests.
________________________________________
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Responds to service requests/questions from direct guests related to all components on a reservation
2. May include doing inbound and outbound calls to up sell an existing booking
3. Makes any, and all necessary, changes to guest reservation at the request of the direct guest
4. Answers guests’ questions related to the direct guest’s reservation
5. Analyzes guest’s reservation, and recommends any additional revenue components to the guest’s booking that will enhance the cruising experience.
6. Makes outgoing calls, and receives incoming calls from guests related to any redeployments, charters, etc., and makes all necessary changes to reservations.
7. 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:

________________________________________
QUALIFICATIONS:
• Bachelor degree above preferred
• 2 years industry or call center working experience preferred
• Excellent verbal and communication skills required

Knowledge and Skills:

________________________________________
KNOWLEDGE AND SKILLS:
• Must be attentive to details
• Basic English Skill (both reading and writing)
• Master of Microsoft office tool (Especially Excel, Word and PPT)
• Ability to speak to and hear guests over telephone system
• Ability to see and adjust focus

Send to E-mail : hrchina@rcclapac.com