Job description

POSITION SUMMARY:
The role is to maximize sales turnover by providing immediate assistance, quality service and specialist knowledge in the administration of bookings made by our Guest & Trade Sales/Service Agents
Working closely with the Team Managers by providing administrative assistance for call flow management, agent adherence. Acting as first point of escalation for customer/trade enquiries. Ownership of technical hand overs. Supporting quality and training programmes.
To ensure that all enquiries are handled in a professional manner thereby behaving as an exemplary role model to other staff in attitude, appearance and performance.
As part of the GTS operational management team this role will require the individual to work shifts and take responsibility for the Contact centre outside of core (9-5 Mon – Fri) operational hours

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• To provide technical / product support to all call centre agents via agent assist and agent hand over acting in a timely and professional manner which meets the needs of both customer and agent.
• To ensure that call adherence targets are achieved through actively monitoring real time performance to ensure that daily/weekly/monthly service levels are achieved.
• Identify training needs to enhance overall quality of service and sales performances targets are achieved.
• Act as first line escalation for all pre Cruise customer / agents enquires, taking ownership of the problems and resolving the issue to a guest/trade partners satisfaction. All enquiries to be resolved within agreed service levels or guest promised timescales.

Owner: UK HR Team
Version: 1.3
Date: Oct 2014

• Act as training support for both design/support and delivery as requested by the call centre training manager
• To manage all Staff bookings enquiries and amendments, owning the Family/Friends policy and ensuring at all times the required processes are adhered to. Support Marketing/PR with the complimentary booking process
• Assist with projects impacting on GTS which will drive guest satisfaction, new systems, developing new processes
• To provide operational leadership cover outside of core business hours.

EXPERIENCE / KNOWLEDGE & SKILLS
Leadership Skills
Ability to give direction to ensure agents can resolve problems and take responsibility for their bookings
Articulate in communication
Ability to make decisions under pressure by effective problem solving skills
Administration & Time Management Skills
Attention to detail and a sense of pride in accuracy
Able to work under pressure
Ability to deliver to deadlines and work towards company’s measures
Motivation
Able to maintain a desire to excel and succeed in self and others through a positive and constructive attitude
Acts as a role model with a “can do” attitude and with an excellent record of performance, sickness, lateness, etc.
Team-working
Works co-operatively within all teams
Achieves Results
Clearly understands and achieves their own as well as the company’s goals and objectives
Customer Focus
Anticipates, responds to and seeks to meet the needs of our agents
Communication Skills
Articulate in assisting agents
Ability to problem solve effectively
Able to liaise and co-ordinate with several cultures and departments
Planning and Organisational Skills
Ability to plan current and future workloads
Implementation
Demonstrates ability to take instruction, and support and communicate it effectively to others from a management perspective
SYSTEM & PROCEDURAL KNOWLEDGE
Excellent working knowledge of the department
In-depth product knowledge
In-depth knowledge of GUI + Cruise Plus booking engines
In-depth knowledge of our booking conditions and policies

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