Consultant, Customer Experience Sales

About the role

Provide consulting, booking and modifying services of Royal Caribbean Pre Cruise Planner products to guests 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.

Responsibilities

• Provide consulting, booking and modifying services of Royal Caribbean Pre Cruise Planner products to guests 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.

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