Agent, Call Centre - Cruises

WHAT YOU'LL BE DOING

The Cruise Reservations Agent will be responsible for managing reservations across a wide selection of cruise lines and itineraries worldwide. This role involves processing new bookings, modifying existing reservations, and providing detailed quotes for various sailings. The ideal candidate will be quick to learn, meticulous in their work, and capable of adapting to the unique guidelines and rate codes associated with different cruise lines.

• Meet and surpass the Call Centre goals related to customer service, sales objectives, handle time, and other objectives;
• Offer unparalleled customer service and exhibit care for our customers, travel agencies and consumers alike;
• Utilize selling and upselling techniques to close the sale of vacation package bookings
• Maintain a high level of professionalism in all communications and customer satisfaction.
• Act in an efficient and accurate manner when booking reservations using the Air Canada Vacations in-house systems;
• Promote the services of Air Canada Vacations to travel agencies and consumers contacting our offices;
• Ensure customers are informed of all relevant reservation details and products;
• Maintain a current and accurate knowledge of all our diverse travel products, booking procedures and policies and applying this information through the booking process;
• Observe all procedures in handling reservations and related activities;
• Perform other tasks as assigned by immediate superior.

WHAT YOU BRING TO THE TEAM

• College diploma in Tourism or relevant work experience;
• Sales experience with the ability to recognize sales opportunities;
• Exceptional attention to detail and organizational skills, strong verbal and written communication skills.
• Bilingualism (English and French) and strong communication skills;
• Working proficiency of reservation systems (Ex: TTS), an asset.
• Available to work flexible schedules, nights and weekends
• Available for a 5–8-week training program from Monday to Friday (may include nights & weekend)
• Experience in fast-paced environments, in a call center setting is an asset
• High volume inquiries during peak travel seasons.
• Ability to learn quickly and retain product knowledge.