The person will service all communication platforms from B2B and B2C customers providing information on Celestyal Cruises products and services..  Servicing existing bookings / after-sales (changes to reservations), schedule changes, cancellations, re-issues, re-pricing, e-ticketing, discounts, etc.    Recognize and proactively offer up-sell opportunities to increase revenue such as stateroom category upgrades, pre-sold additional shore excursions, special occasions packages, pre- and post-land stay extensions, and insurance products. Creation, monitoring of status, and ongoing management of all cruise bookings, options, and departures in the reservations system.

Issue tickets according to policies and procedures and deliver copies and other documents (i.e. booking confirmation) to trade partners and the passenger services department. Deal with payment queries (payments, deposits, commissions, refunds) from agents and guests and liaise internally with relevant teams (Accounts and Sales) to resolve issues in line with agreements. Identify and resolve customer complaints, escalating to the Contact Center Supervisor or the Contact Center Manager where necessary

Assisting travel partners with arranging guests’ preferences and special needs. Liaise with Celestyal Travel & Experience Centre on quoting and confirming pre and post-cruise requests for customers. Handle customer requests for refunds and other accounting-related tasks in conjunction with the Celestyal Cruises Accounting department

• Degree or equivalent professional qualification preferably in sales/customer service or hospitality
• Minimum of 3 years experience in customer service/, preferably within a Cruise Company or Hotel Reservations.