Fun Expert Agent (Virtual) Jan 2025

JOB SUMMARY:

The Agent, Fun Expert identifies where the guest is in the booking journey, plans possible itineraries, answers vacation planning questions, notates guest needs and submits future leads to the outbound team. The incumbent in this role, through established sales processes, attempts to convert sales calls into cruise bookings, upsells staterooms, and explains and offers cruise vacation protection. This incumbent also services incoming technical calls pertaining to the company's website and self-service bookings. The Agent, Fun Expert assists customers with pre-cruise sales and creates service cases in the IT help desk system when issues arise that require IT support. Excellent attendance and punctuality is an essential function.

ESSENTIAL FUNCTIONS:

• Handles incoming calls from guests and travel advisers who are experiencing technical issues with Carnival's website, Travel Agent Portal, (GOCCL), Funshops, Online Check-in and Pre-Sale portals.
• Troubleshoots user-facing technical issues and escalates more complex issues needing IT support via the case- generating IT system.
• Completes pre-sale transactions. Provides guidance to guests on navigating cruise manager and other self-service applications.
• nswers questions related to shore excursions such as: ticket availability, excursion distances, etc. Assists guest with comparing excursion options base on their preferences.
• Handles incoming calls to service fun shop inquiries and process fun shop and gift orders.
• Guides travel advisers through Goccl functions and features including but not limited to: creating online profiles, and creating and servicing singular and group bookings. Educated them on available resources.
• Handles incoming sales calls from consumers interested in booking a cruise vacation. Aids in converting those calls into cruise bookings by documenting consumer preferences and needs and submitting the notes as leads to the outbound sales team.
• Participates in feedback and coaching sessions from the Coach and Quality Assurance team. Contributes to team meetings and participate in on-going training.
• Support other areas by handling incoming service calls, contributing to our collective success during peak times.

QUALIFICATIONS:

• High School Diploma required
• Minimal Experience 6 months -1 year previous sales and customer service required
• Working knowledge of Tour Operator Gateway, Goccl Admin Tool, Glasstable, Fun Shops and Log on as User through Carnival Dash 
• Knowledge of Microsoft office products required. 
• Working knowledge of CCL’s internal system; Navigator and Launchpad required. 
• Demonstrates creative problem-solving skills and a good balance between company revenue objectives and customer satisfaction. 
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