Job Description

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 OBR Team has an exciting career opportunity for a full time Consultant, Customer Experience Sales, Reporting to Supervisor, Customer Experience Sales.

Position Summary

Provide consulting、booking and modifying services of Royal Caribbean Pre Cruise Planner products to guest or travel partners in mainland China and Hong Kong China through IB/OB call/Email/WeChat work etc. Under the premise of providing customers with excellent service, this role needs to achieve the daily Sales revenue target, services KPI and meet operational standard, finally achieve the annual sales and revenue target.

This role will also need to maximize revenue by achieving and exceeding your individual and team targets whilst maintaining and delivering the highest level of customer service.

Essential Duties and Responsibilities

• Provide consulting、booking and modifying services of Royal Caribbean Pre Cruise Planner products to guest or travel partners in mainland China and Hong Kong China through IB/OB call/Email/WeChat work etc.
• Able to quickly adapt to and switch different business channels, and able to handle multi-channel business at the same time.
• Be familiar with products and promotions to resolve queries, reservation and modify request from customers. Taking the initiative to explore guest’s products booking needs, and introducing the latest promotion policy to guest. Try to turn all service calls into sales opportunities when possible.
• Passionate about sales, proactively follow up with customers who have booking intention, keep close communication with them, recommend the best pre cruise plan for them and achieve the sales target efficiently.
• With keen sales awareness, able to complete various KPI indicators. Including sales conversion target, services level target and operational standard target.
• Handle and resolve Pre Cruise Planner complaints in a tactful and professional manner to ensure customer satisfaction consistent with RCG’s guidelines.
• Good sense of service and psychological quality, good communication and coordination and expression skills, high sense of responsibility, team spirit, can adapt to certain work and sales pressure.
• Adapt to working shift arrangement including holidays and maintain professionalism and courtesy under pressure.
• Perform 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, Knowledge and Skills:

• Bachelor’s degree above is preferred
• More than 3 years experiences in travel industry or call center sales position is preferred
• Online sales experiences are preferred.
• Fluent Cantonese and Mandarin.
• Good English reading and writing skill, fluent oral English is preferred.
• Good Office system skill, e.g: Excel, Word and PPT)
• Fast learning ability, proficient in using Various systems. Familiar with Royal Caribbean Pre Cruise Planner products and promotion policy.
• Sales oriented and focused. Strong communication skills and patience.
• Ability to think independently and take initiative.

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.