This French-English bilingual position is responsible for all aspects of cruise bookings. This includes conversing with customers through multiple communication mediums to determine destination, dining times, excursions, travel dates, financial consideration and accommodations required.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adheres to SYKES policies on ethics and integrity. Answer calls and emails promptly from clients who are requesting new travel arrangements or changes to existing itineraries and provide prompt customer service.
Maintains sufficient account knowledge to assist clients without delay. Establishes and maintains strong relationships with clients. Anticipates customer needs. Researches complex travel rules and regulations for each client. Researches and handles traveler complaints. Provides travel expertise to clients. Solutions mindset: a passion to find the right solution for the customer (e.g., consultative skills), while also closing the sale and potentially up-selling the customer.
De-escalates customer situations, manage customer expectations and follow-up on customer commitments. Maintains proficiency in programs, products and/or platforms assigned.
Maintains pertinent paperwork and records through data entry.
Communicates with team manager, team members and other teams regarding problems, solutions, and trends. Responsible for meeting established individual and team performance targets, which include customer service, productivity, and quality standards. Requires inbound, outbound (callbacks), and email communications to customers.
General database searching skills & handling.
EDUCATION and/or EXPERIENCE:
High School diploma or equivalent required
Cruise or Travel Industry Experience recommended
Experience with international offerings will be highly advantageous.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Fluency and comprehension in both the French and English language requirements for the specific point of sale (spoken and written), as verified by an approved formal test. Accent neutral verbal/written communication skills as verified by approved formal test if applicable
Excellent written and oral communications skills.
Excellent telephone skills, including a professional demeanor, portrayed to customers demonstrated through the ability to ask probing questions, ability to communicate with a sense of urgency.
Strong listening skills (active listening; able to appreciate the context of the business traveler's experience). Demonstrated high-level of skill in reservations, reissues /exchanges, ticketing, and customer service.
Excellent time management.
Knowledge of Internet Explorer. Ability to multitask in multiple windows of activity and navigate web applications on a single computer screen to solve issues for customers. Knowledge of international exchange rate calculation and taxes.
Experience and success in telemarketing/ sales preferred. Fast accurate typing skills (typing 35 wpm as verified by a formal test).
Fast computer navigation skills (e.g., Web applications, shared folders, operating system Windows).
Basic math skills (adding, subtracting and basic calculations).
ISP skills: sign-up, install, connection, messaging (chat, e-mail), navigation, online support, etc. Proficiency in a multi-system environment. Quick learner: ability to ramp up quickly and act on
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