Carnival Corporation
Australia Team Service Agent (Philippines)
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Cruise Administration Services, Inc. (CASI)
A Carnival Cruise Line entity in the Philippines, is currently looking for a Service Agent, Australia Team. Only candidates located within Metro Manila or nearby provinces in the Philippines to apply.
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 guest's 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
- Troubleshoots user-facing technical issues and escalates to IT via opening service cases to troubleshoot escalations
- Provides guidance on how to navigate cruise manager and complete presale transactions
- Handles incoming calls to service Fun Shop inquiries, processes Fun Shop orders, and gift orders over the phone
- Actively participates in ongoing feedback and coaching sessions from the Quality Assurance, Coach, as well as contributes to team meetings and participates in ongoing training
- Answers any shore excursion questions that aren't listed online, such as ticket availability, excursion distances, etc., and compares options based on guest preferences
- Guides 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
- Handles incoming sales calls from direct consumers interested in booking a cruise vacation with the goal of converting the call into a cruise booking and takes excellent notes to submit future leads for the outbound team on calls that do not result in a booking
- Collaborates with internal departments and the Australia office team to achieve shared goals effectively
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Qualifications:
- A Bachelor's degree in Business Management or Hospitality-related courses
- At least 2 years of customer service experience in hospitality or contact center industry. Shipboard experience is a plus but not required
- Must be knowledgeable of Microsoft Office products
- Must be amenable to work in AEST
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