北京招聘

Position Summary:

Responsible for receiving and responding to service requests and inquiries from direct guests via inbound and/or outbound phone calls, emails,as assigned. Deal with existing booking services, loyalty services and pre-cruise inquiry. Provides single call/first call service request resolution and adds any requested revenue components to bookings. Makes outcalls to guests in order to advise of changes to reservations (i.e., redeployments, charters, etc.), and makes changes to the reservation as required. May contact other departments in order to complete guests’ service requests, and provide appropriate responses to guests.

接听直客来电，为其提供行前咨询、现有订单修改及皇家会员咨询服务。确保客人能够在行前得到优质的服务及准确的信息，顺利出行。在遇到航线调整等特殊情况时，需要根据主管的分配完成外呼工作，以确保将更新的信息及最优化的方案传达给客人。

Essential Duties and Responsibilities:

1. Responds to service requests/questions from direct guests related to all components on a reservation
2. May include doing inbound and outbound calls to up sell an existing booking
3. Makes any, and all necessary, changes to guest reservation at the request of the direct guest
4. Answers guests’ questions related to the direct guest’s reservation
5. Analyzes guest’s reservation, and recommends any additional revenue components to the guest’s booking that will enhance the cruising experience.
6. Makes outgoing calls, and receives incoming calls from guests related to any redeployments, charters, etc., and makes all necessary changes to reservations.
7. Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management、
8. 1.通过电话和邮件为客人提供所有直销渠道订单修改服务，订单来源包括电话预订、官网预订、船上预订未来航次；
9. 2.掌握最新促销信息，回答客人有关订单相关的所有问题；在主管指定情况下，主动外呼客人告知有关行程更新及变更的信息；
10. 3.所有其他主管指定的相关工作

11. Qualifications:

    List the minimum level of education and experience required to perform the work at the entry level of the job.

    · 本科学历者优先考虑

    · 2年以上旅游行业或呼叫中心工作经验者优先考虑

    List specific knowledge and skills necessary to perform this job related to the Essential Duties and Responsibilities identified above. Specific physical and/or cognitive requirements that are essential parts of the job (lifting, standing for extended periods of time, attention to detail, hearing, carrying, moving, pushing/pulling, climbing, etc.), should be described clearly and precisely.

    • 细心、仔细注重细节
    • 基础英语能力（阅读及书写）
    • 熟练使用办公软件 (如Excel, Word and PPT)
    • 能够有耐心倾听客人的诉求

    • Knowledge and Skills:

      List specific knowledge and skills necessary to perform this job related to the Essential Duties and Responsibilities identified above. Specific physical and/or cognitive requirements that are essential parts of the job (lifting, standing for extended periods of time, attention to detail, hearing, carrying, moving, pushing/pulling, climbing, etc.), should be described clearly and precisely.

      • 细心、仔细注重细节
      • 基础英语能力（阅读及书写）
      • 熟练使用办公软件 (如Excel, Word and PPT)
      • 能够有耐心倾听客人的诉求
      • 能够在客人的描述中快速抓住问题的重点

      
      

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