Advisor, Customer Experience Sales

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s International Guest and Trade Services Team has an exciting career opportunity for a full time Advisor, Customer Experience Sales.

Position Summary

This position is part of a direct consumer outreach sales organization, where the sales agent is the first point of contact for guest or Travel Partner calling into our contact center. Agent is responsible for utilizing sales techniques to finalize sales on one call. The position is also responsible for servicing the direct guests and Travel Partners, exceeding their expectations during each call. This position strictly handles inbound calls, including up until the time the guest sails. Agent will be accountable for strategic revenue, conversion, operational and customer service target month to month.   

Essential Duties and Responsibilities

• Effectively evaluate guest needs and identify products that best fit their needs; providing sales recommendations for our products on all Sales calls and correctly creating accurate reservations 
• Servicing existing reservations according to guest requests and in accordance with existing business rules with negotiation skills and the ability to think through solutions using applied sales techniques 
• Ability to develop and maintain professional rapport with a diverse customer base, providing one call resolution where possible 
• Responsible for working with other departments to assist guest in securing accurate information and finalizing their reservation or service needs 
• Applying outstanding customer service standards in all guest interactions as defined by the business 
• Responsible for correctly capturing pertinent information and payments during all interactions with guests 
• Responsible for maintaining brand standards when handling guest inquiries 
• Responsible for ensuring guest inquiries are consistently handled efficiently within set call handling times providing outstanding customer service skills. 
• 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

• Previous sales experience  
• Prefer at least 1 year of phone sales experience 

Knowledge and Skills

• Ability to use sound judgment and qualifying questions to effectively maneuver through the sales booking process. 
• Apply effective sales technique to address all guest concerns and secure the sale on one call. 
• Must consistently demonstrate effectiveness in building relationships and discovering what motivates the guest to buy. 
• Ability to relate to guests and respond to the guests concerns and desires. 
• Ability to bridge across the sales process by using key sales techniques. 
• Ability to use clear, professional and precise communication with the guests about all details of their vacation according to brand standards. 
• Ability to display the highest degree of personal integrity and take responsibility for personal and professional growth. 
• Must adhere to assigned schedule and all applicable CVP objectives and goals. 
• Computer knowledge and skills required 

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

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. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.