This role identifies where the guest is in the booking journey, plans possible itineraries, answers vacation planning questions, and takes excellent notes on guest needs and submits future leads for the outbound team. Through the established sales process attempts to convert sales calls into cruise bookings, upsell staterooms, explain and offer cruise vacation protection. Service incoming calls that are technical in nature pertaining to the company's website and self-service bookings. Assists guests with pre cruise sales and creates service cases in the IT help desk system when issues arise that require IT intervention.
ESSENTIAL FUNCTIONS:
- Handles incoming calls relating to customers and guests experiencing technical issues with Carnival website, Travel Agent Portal, (GOCCL), FunShops, Online Check-in and all PreSale portals.
- Handle incoming sales calls from direct consumers interested in booking a cruise vacation with the goal of converting the call into a cruise booking and taking excellent notes to submit future leads for the outbound team on calls that do not result in a booking.
- Troubleshoot minor technical issues and escalates to IT via opening service case to troubleshoot escalations.
- Actively participate in on-going feedback and coaching sessions from the Quality Assurance, Coach, as well as contribute to team meetings and participate in on- going training.