皇家加勒比游轮船务（中国）有限公司

Great vacations begin with great employees

JOB OPPORTUNITIES

Title : PCP Specialist, 行前预定专员

Launch date : 2019.07.31

Department : Trade & Consumer Services

Salary :

Location : 上海

Recruitment type : Full Time

Send to E-mail : hrchina@rcclapac.com

Essential Duties and Responsibilities :

PCP Sales Agent 行前订预订专员

POSITION SUMMARY:  A Pre Cruise Planner Sales Agent handles in-bound and out-bound calls for travel partners and/or direct guests. Representative is responsible to secure reservations and provide general information regarding Royal Caribbean products, pricing and availability. Representative services existing reservations including taking payments, making changes, upselling products when possible, and responding to customer inquiries. Representative is required to comply with established protocols, procedures, call handling requirements and quality assurance standards. 

PCP 行前预订的销售代表需要负责接听旅行社合作伙伴以及直客的来电，并定期回访。通过电话，销售代表需帮助客人保留预订产品及提供完成预订所需要相关信息，包括皇家的具体产品信息、价格、产品可用额度等，电话沟通中需同时进行销售以提高意向客户完成预订的可能性。销售代表还需承担完成预订所需的收款责任，同时提供行程开始前的其他服务，包括信息修改，对于客户提出的需求予以反馈，同时销售代表需在可能的情况下尽可能考虑销售升级。工作人员必须遵守皇家的规章制度、协议流程、电话接听相关规定，同时保证提供高质量的服务。

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Answers in-bound telephone calls from travel partners and/or direct guests requiring information regarding products, services, pricing and promotions. Quotes prices, availability and terms and conditions including cross-selling and up-selling.

接听旅行社合作伙伴或者直客关于产品、服务、价格及促销活动等信息的呼入电话，并定期回访。通过电话详细介绍包括价格、剩余舱位及相关条款等信息，并有效引导及进行销售。

  1. Secure reservations and provide general information regarding Royal Caribbean Pre Cruise Planner products as well as Cruise products, pricing and availability.

保留预订舱位及提供相关信息，包括行前订产品、邮轮产品、价格、剩余舱位情况等

  1. Service existing bookings including making changes to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences. Turn all service calls into sales opportunities when possible.

对于已有记录的预订，需提供以下服务以完成预定，包括预定修改、收款、录入及根据客户意愿妥善安排行程及服务。需尽可能提高呼入电话的销售转化率。

  1. Enters required information into Royal Caribbean systems and maintains an accurate history of each reservation and any associated transactions. Uses multiple data base systems, internal computer programs and various computer-based resources.

将需要的信息录入到皇家相关系统中，并保持准确记录每一个预定的所有沟通记录及相关交易，熟练使用多个数据库系统、内部电脑应用及不同的电子资源。

  1. Conducts basic research for the purpose of problem resolution and communicates solutions to travel partners and/or guests. Directs non-routine matters to the appropriate Royal Caribbean resource for special handling and resolution.

以解决问题为目的进行基本资料搜集，为旅行社伙伴和客人提供解决方案并进行沟通，对非常规的问题进行特殊处理和解决。

  1. Complies with established industry and company protocols and procedures. Understands and complies with company quality assurance standards.

遵守既定的行业和公司协议和程序，理解并遵守公司的标准且保证质量

  1. Attends required training classes, completes required on-line training courses and satisfies completion standards. May be assigned to special projects and may serve on employee committees.

参加所需的培训课程，并完成相应的在线课程，达到公司的标准要求，对于被分配到的特殊项目进行任职并进行服务。

  1. 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.

履行其他职责，本职工作并不是员工的唯一职责所在，员工将被要求履行其主管或管理层所指派的其他工作职责。

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FINANCIAL RESPONSIBILITIES

财务责任

Correct and detailed application of terms and conditions in all booking and servicing scenarios is required.  Successful application of these rules eliminates significant financial impact.

在接受预约和提供服务过程中，例行正确详尽的应用条款尤为重要。条款的成功应用将消除一些重大财务影响

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Qualifications:

QUALIFICATIONS:

College Degree and above

大专及以上学历

A minimum of six months inside and/or outside sales experience.  Customer services experience is preferred as is previous contact center experience.  Previous travel industry experience is also preferred.

至少有6个月的销售经验，有销售客服或旅行社工作经验者优先考虑。

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Knowledge and Skills:

KNOWLEDGE AND SKILLS:

Ability to assist callers requiring information regarding products, services, pricing and promotions. Quotes prices, availability and terms and conditions including cross-selling and up-selling.

熟悉了解产品，以及促销活动且运用此信息可以良好的进行销售。运用价格优势或者产品优势等各方面信息可以给予客人交叉销售或升级销售。

Good Chinese and English Reading and comprehension, good English communication will be preferred.

具备基本的中英文阅读及理解能力，同时具备良好的英语交流能力者优先考虑。

Ability to perform work in a sitting position and to view a computer screen (including the ability to visually distinguish color) for extended periods (for up to an entire shift period notwithstanding scheduled breaks and lunches).

Ability to hear and speak clearly using a telephone headset for the purpose of continuously answering in-bound telephone calls. 

能够与客人或旅行社的工作人员进行沟通，口齿清晰，普通话标准。

Ability to conform to a pre-determined schedule including daily shifts, breaks, lunches.

遵守公司的规章制度，不迟到早退，严格遵守公司安排的工作时间。

Ability to work in a call-center environment and resistance of pressure (open cubicles in close proximity to others, exposure to continuous background noise). 

有良好的环境适应能力和抗压能力。

Ability to comply with internal policies, guidelines and conduct standards.

遵守上级领导给予的安排，及公司内部流程，行为守则。

Send to E-mail : hrchina@rcclapac.com