Royal Caribbean Jobs – Digital Agent

Job Description:

The Digital Agent will be accountable of communicating to guests what channels are available to communicate. The agent will work cooperatively with sales and other members of the Consumer Outreach if guests request to speak via the phone but will be accountable of communicating via digital channels (SMS/E-mail/Chat). They are required to meet or exceed conversion quotas on the website while increasing customer satisfaction. This position will be responsible for being the face of Celebrity Cruises by providing excellent sales and service to our customers through web, chat and email.

Job Responsibilities:

• Manages the resolution process for all digital customer related issues
• Analyze and identify trends and opportunities to grow our digital department area
• Chat with guests through our Website to increase online booking conversion and increase customer satisfaction
• Strong communicator who knows how to use the right words to show friendly and empathetic service digitally
• Communicate with all guests booked with Consumer Outreach via Chat Platform, E-Mail, and any other Digital Platform to provide service on existing reservations
• Develop strong customer relationships and responsible to respond to guests through Chat Platform during their work shift.
• Create professional and friendly emails to direct guests when requested by an agent or guest

Job Requirements:

• Ability to write reports, e-mails and instant messages. Ability to read and proofread quickly. Must be able to type messages at over 50 word per minute with grammatical accuracy
• Ability to work, interact, and communicate with external/internal customers at all levels. Ability to build and maintain successful customer relationships through text. Sales experience recommended but must be able to learn and execute sales process
• Experience with AS400 or similar reservations system required
• Microsoft Word, Excel and Outlook experience preferred
• One year of experience in high volume call center or sales/customer service work environment preferred
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, and percentages

Job Details:

Company: Royal Caribbean International

Vacancy Type:  Full Time

Job Location: Salt Lake City, Utah, USA

Application Deadline: N/A

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