Australia Team Agent (Virtual)

JOB SUMMARY:

This role supports guests and travel advisors throughout the booking process, from planning itineraries to handling service requests, including booking modifications for the Australia and New Zealand market. Through the established sales process, attempts to convert sales calls into cruise bookings, upsell staterooms and offer pre-cruise add-ons that will enhance the guests holiday.  Service incoming calls that are technical in nature pertaining to the company's websites and self-service bookings and creates service cases when issues arise that require IT intervention. 

ESSENTIAL FUNCTIONS:

• Handles incoming calls relating to guests and travel advisors experiencing technical issues with Carnival website, Travel Agent Portal, (GOCCL), Funshops, Online Check-in and all Pre-Sale portals
• Handles incoming service calls from guests and travel advisors throughout the booking process until the departure date, providing support for any changes or updates needed
• Troubleshoot user-facing technical issues and escalate to IT via opening service case to troubleshoot escalations
• Provide guidance on how to navigate cruise manager and complete presale transactions
• Handle incoming calls to service fun shop inquiries, process fun shop orders and gift orders over the phone
• 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
• Answer any shore excursion questions that aren’t listed online like ticket availability, excursion distances, etc. and compare options based on guest preferences
• Guide travel advisors through all Goccl functions including but not limited to creating profiles online, educating on resources available, creating and servicing individual and group bookings
• 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
• Collaborate with internal departments and the Australia office team to achieve shared goals effectively 
• You may have the opportunity to support other areas by handling incoming service calls, contributing to our collective success during peak times
• Performs other duties as assigned
• Complies with all policies and standards
  

QUALIFICATIONS:

• High School Diploma or GED required
• 1+ years Customer Service required
• Customer Service experience in a hospitality industry or Contact Center preferred
• Open to Fun expert agents, Resolution agents, Casino agents, Groups, PHP with 6 months experience in CCL
• Must be willing to work overnight from either 5pm-1:30am EST or 7:30pm to 4am est. Any hours worked over 12am est will be compensated on $2 more per hour. 

KNOWLEDGE, SKILLS, & ABILITIES:

• Consistent and reliable attendance is an essential function of the role
• Working knowledge of Tour Operator Gateway, Goccl Admin Tool, Fun Shops and Log on as User through Carnival Dash
• Knowledge of Microsoft office products required
• Working knowledge of CCL’s internal system; Navigator and Launchpad required
• Demonstrates creative problem-solving skills and a good balance between company revenue objectives and customer satisfaction
• Exceed customer expectations with guidance, knowledge, and a real passion for travel
• Ability to provide thorough and complete information regarding booking a cruise including quoting various promotions and targeted offers
• Ability to explain technical information to guests in a simple and clear manner
• Ability to demonstrate excellent adherence to schedule
• Ability to multi-task across multiple systems and applications, and comfortably navigate a desktop environment
• Can effortlessly engage, explaining step-by-step vacation solutions with patience and an approach tailored to each individual guest
• Proactive approach to privacy and security, ensuring that all guest interactions and data handling meet the highest standards of compliance and ethical conduct
• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits: 
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage
• Financial Benefits: 
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion.
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year. 

• Other Benefits 

  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement

  
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