German speaking Contact Center Agent

Industry: Travel/Hospitality industry

German Speaking - fluent in both written and spoken German

Candidates will be required to work Night shift - 9 hour shifts. The first Shift starts at 10:00 am and the last shift ends at 03:00 am.

Salary is R25K Basic + Med Aid + Prov fund + Night shift All + Travel All.

Duties & Responsibilities include:

• Answer all calls in line with the Service Standards
• Utilises the reservation system (DTS) to process telephone sales
• Promotes products and services in order to generate revenue
• Seize opportunities to upsell products when they arise
• Provides assistance with first level problem resolution
• Confidently responds to questions and provides accurate information
• Discovers preferences and needs to guide callers to find their perfect cruise vacation
• Builds relationships with callers through warm, engaging conversations
• Strives to become a brand expert with a deep understanding of our ships, itineraries, ports of call and pricing programs
• Assist guests with specialist support and after-sales service, e.g. reservations changes, etc.
• Provides relevant information to guests in order to enhance customer service and loyalty
• Responds to guest emails and chats in line with the appropriate service level agreements
• Assists guests with their online bookings and web queries
• Reports guest feedback on web functionalities and content
• Assists with in-house support and training of new staff, when required
• Participates in specific operational projects, as required
• International knowledge and experience
• Identify guest needs by clarifying information, explore every issue and provide solutions
• Develop and maintain sustainable relationships by engaging with customers by going the extra mile