One of the best-known names in cruising, Cunard is the world’s leading international premium cruise line, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Cunard is well known for its White Star Service and Trans-Atlantic Crossings.

We’re looking for an amazing Reservations Sales and Support Agent to join Cunard. Cunard is one of the oldest and most famous ocean liners in the world. You’ll be responsible for providing exceptional service to our esteemed guests while also driving sales and revenue growth. Your primary responsibilities will include assisting customers with inquiries, booking reservations, and providing personalized recommendations to enhance their cruise experience. Additionally, you will actively engage in upselling and cross-selling opportunities to promote onboard amenities, excursions, and upgrades, contributing to the overall success and profitability of our business. Your dedication to delivering White Star Service will ensure that each guest receives the highest level of satisfaction, fostering loyalty and positive brand reputation.

Here’s a summary of what Cunard is looking for in its Reservations Sales and Support Agent. Is this you?

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Responsibilities

• Develop ongoing relationships with travel consultants and guests and assist them with building dream holidays by offering alternate destinations or services to maximize their experiences with Cunard.
• Use sales techniques to promote the sale of cruises and land packages.
• Use knowledge of product and booking policies to respond to inquiries while maintaining excellent customer service.
• Research and respond to customer questions and concerns related to Company product and customer’s specific reservation.
• Monitor bookings to ensure accurate completion of transactions when assisting travel agents with existing bookings and ability to upsell.
• Meet productivity requirements, ability to review own work to ensure quality and utilize performance.
• Maintain goals that are set through and maintained by Sea Card.
• Locate and communicate accurate information via chat, with up to 3 live chats sequentially with different information.
• Make a continual effort to respond to customers as quickly as possible, whether it be by email or live chat. Once a message is received from a customer, must read the question or complaint carefully before following protocol in order to resolve the issue or answer the question.
• Document each customer’s question or problem as well as the resulting answer or solution to help improve overall functionality and efficiency of the chat program.
• Remain up to date on all products and services that the company has to offer in order to help customers as effectively as possible.
• Keep track of general call questions and complaints and make suggestions on how to improve customer service.
• Quickly alert necessary departments of any website errors or other technical issues if multiple queries are received about the same issue by customers.

PLEASE NOTE: This position will be hybrid based in Santa Clarita, CA. The training will be in office Monday through Friday 8 AM – 5 PM PT. After training, the role will transition to a work schedule of Sunday to Thursday 3 PM – 12 AM PT. This role will be fully remote starting December 1, 2024.

Requirements  

• One year of experience in customer service or sales. Experience in the travel and hospitality industry preferred.
• Excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
• Able to work independently and be self-motivated since you will be working from home.
• Proficiency in the use of computer business applications with working knowledge of computerized reservations systems with the ability to trouble shoot issues independently from home.
• Organizational skills and the ability to handle multi-tasking and work under pressure to meet deadlines.
• Must be legally authorized to work in the United States.  Holland America is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status). 

Benefits

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Hourly Range: $16.35 to $22.07. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates’ qualifications and experience uniquely.