Cruise Holiday Planner

Job Description

Main Activities and Responsibilities:

Probe CX Compliance

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.
• Act ethically with integrity, honesty, and trust, to uphold Probes compliance culture and maintain the highest standards of business conduct.
• Complete all necessary training requirements and professional development opportunities.
• Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment. This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.
• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.
  
  

• Outbound Sales Representatives that will contact leads assigned to them and should be destination experts so that they may be able to provide the needs and wants of the guests and end up to be a successful sale.
• They will also assist in customer’s inquiries, concerns, or questions, as well as action requests to manage existing bookings for both direct guests and travel advisors.
• This role will use knowledge of the client-specific processes, policies, products to respond to customer’s queries and provide assistance to resolve customer needs. This will be done through accessing the clients reservations system to action any requests that require amendment to existing bookings, or creating new bookings. In addition to that, Cruise Holiday Planners are given access to the client’s knowledge base, where processes, policies and updates are housed in order to provide the most up to date information and most suitable resolution for customers.
• Cruise Holiday Planners also ring-fences customer satisfaction, upholding solid customer experience by ensuring complete and accurate information is utilized and provided when handling customer interactions, that the calls are handled in an efficient manner, as well as demonstrating customer service throughout the conversation with the customers.
  
  

• Good verbal and written communication skills required to respond to customer requests through inbound call
• Demonstrates a good grasp of English
• Ability to express thoughts and ideas in English
• Average fluency - vocabulary and intonation/stress should at least be neutral
• Good listening and comprehension skills required to effectively understand customer needs in a customer interaction
• Ability to apply effective probing techniques to effectively provide support and resolution to customer requirements
• Ability to demonstrate call control
• Orientation on customer service and rapport building
• Good knowledge on navigating mobile and web applications
• Basic troubleshooting skills on mobile and web applications
• Excellent multi-tasking skills on managing multiple client / company system tools and/or references
• Ability to walk customers through on stages and phases in website and mobile app to non-technical customer
• Ability to manage difficult guest interaction as well as to recognize when matters need to be further escalated within established process, policies or procedure
• Flexibility and responsiveness to work in multicultural, fast paced and dynamic environment
• Ability to work efficiently and independently in highly dynamic environment
• Exhibit genuine mutual trust and confidence while contributing to company’s ethical, respectful, brand values-driven culture
• Commitment to drive to excellence and teamwork.
  
  

• Service driven individual with proven work experience in customer service environment
• Providing positive customer experience as well as effective verbal and written communication skill
• Must be willing to be on mostly AU hours
• Intensely immersed in navigating different systems and knowledgebase
• Experience with call centre environment in handling customer voice interactions (preferred)
• Undergraduate in college degree may be considered