XTN-BF18238 | PRC SERVICE AGENT

The Service Agent role is centered around providing exceptional customer support and sales assistance for a leading river cruise line. This position requires handling a variety of tasks related to cruise bookings including processing requests, updating reservations, and upselling services. The role primarily involves communication through inbound calls, aimed at enhancing guest satisfaction and building customer loyalty.

This position offers the opportunity to work in a dynamic, team-oriented environment with a focus on delivering outstanding customer service in the travel industry. Agents gain specialized knowledge in river cruising, access to exclusive travel discounts, and the potential for career advancement within the company. Additionally, this role offers competitive compensation including a base salary plus incentives based on sales and customer service performance.

• Manage inbound calls effectively by addressing the queries and needs of guests and travel partners regarding bookings, services, and promotions.
• Process all reservation modifications, special requests, and updates accurately and promptly to ensure customer satisfaction.
• Develop and sustain long-term customer relationships, encouraging repeat business through excellent service and follow-up.
• Maintain a detailed personal book of business, perform consistent outreach, and engage in follow-up activities to boost customer loyalty and sales.
• Provide detailed information and advice on cruise itineraries, product offerings, and current promotions to align client interests with available options.
• Record all interactions, transactions, and customer insights in the company's CRM system to ensure data accuracy and valuable feedback for service improvements.
• Achieve monthly sales goals and meet set KPIs reflecting both sales and customer service excellence.
• Monitor and manage the inbound call queue to ensure efficient call handling and customer response.
• Guarantee the precision of all booking details including guest information, pricing, and promotional offers.
• Utilize both verbal and written communication skills to maintain professional relationships and handle customer interactions.
• Navigate and utilize company reservation systems to manage both outbound and inbound service requirements effectively.
• Undertake additional tasks or projects as assigned by management to support departmental goals.

• Strong verbal and written communication skills.
• Proven ability to handle inbound calls and customer service inquiries effectively.
• Competence in managing sales, processing bookings, and performing follow-up activities.
• Detail-oriented with a capacity to work accurately under pressure.
• Proficiency in using CRM systems and office software.
• Ability to learn and adapt to new systems and software quickly.
• Experience in achieving sales targets and understanding KPI metrics.

• Previous experience in the travel industry, particularly in cruise bookings.
• Strong interpersonal skills with an aptitude for building rapport with a diverse range of clients.
• Ability to work flexible hours, including weekends and holidays, as required.
• Multilingual capabilities are highly desirable to accommodate a global clientele.
• Skills in conflict resolution and problem-solving to effectively handle customer complaints and issues.