Job Description

Hybrid - Santa Clarita, CA

One of the best-known names in cruising, Cunard is the world’s leading international premium cruise line, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Cunard is well known for its White Star Service and Trans-Atlantic Crossings.

We’re looking for an amazing Sales & Support Reservations Agent to join our Cunard brand. Cunard is one of the oldest and most famous ocean liners in the world which is based in our Santa Clarita, CA office. We’re looking for an amazing Sales & Support professional to fill this role. As a Sales & Support Reservations Agent you are someone who enjoys meeting and working with customers to help them create vacations for their families to help them have a great holiday.

Here’s a summary of what Cunard is looking for in its Sales & Support Reservations Agent. Is this you?

Responsibilities

• Employees who are passionate about developing ongoing relationships with travel consultants and guests and assisting them with building dream holidays by offering alternate destinations or services to maximize their experiences with Cunard.
• Uses professional sales techniques to promote the sale of cruises and land packages.
• Will use knowledge of product and booking policies to respond to inquiries while maintaining excellent customer service.
• Researches and responds to customer questions and concerns related to Company product and customer's specific reservation.
• Monitors bookings to ensure accurate completion of transactions when assisting travel agents with existing bookings and ability to upsell.
• Uses accuracy and thoroughness (through our Quality Assurance Program), to meet productivity requirements, ability to review own work to ensure quality and utilize performance.
• Is consistent in maintaining goals that are set through and maintained by Sea Card.
• Locates and communicates accurate information via chat, with up-to 3 live chats sequentially with different information.
• Makes a continual effort to respond to customers as quickly as possible whether it be by email or live chat. Once a message is received from a customer, must read the question or complaint carefully before following protocol in order to resolve the issue or answer the question.
• Thoroughly documents each customer’s question or problem as well as the resulting answer or solution to help improve overall functionality and efficiency of the chat program.
• Remains up-to-date on all products and services that the company has to offer in order to help customers as effectively as possible.
• Keeps track of general call questions and complaints and be able to make suggestions on how to improve customer service.
• Quickly alerts necessary departments of any website errors or other technical issues if multiple queries are received about the same issue by customers.
• Other duties as assigned.

Requirements

• This job requires a minimum of one year experience in positions in the area of customer service or sales. Experience in the travel and hospitality industry preferred.
• Must have excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
• Must be able to work independently and be self-motivated since you will be working from home.
• Proficiency in the use of computer business applications with working knowledge of computerized reservations systems with the ability to trouble shoot issues independently from home.
• Organizational skills and the ability to handle multi-tasking and work under pressure to meet deadlines.
• Must meet Telecommuting Program requirements within California
• Must be able to work a flexible schedule including weekends and holidays.
• Must be legally authorized to work in the United States. Princess/ Cunard is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Salary Range: $33,092.80 to $44,699.20. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.princess.com/aboutus/culture-framework/.

Princess/Cunard is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess/Cunard will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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