Chat Agent

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Celebrity Cruises brand has an exciting career opportunity for a full time Chat Agent on the Consumer Outreach Team reporting to the Call Center Inbound Coach.

Position Summary:

The Celebrity Cruises Chat Agent will be accountable for communicating with guests’ real time through various communication channels. In this role, the guest is responsible for assisting guests with making new reservations and servicing existing reservations through various communication channels that include but are not limited to:

-Phone Calls

-SMS Messaging

-Live Video Calls

-Live Web Chat

-E-Mail

-Social Media

The primary role of the agent is to drive new revenue to the Consumer Outreach Department, and/or service existing reservations using exemplary sales and customer service skills. The ability for the agent to service reservations and drive new revenue is key to the success of this role.

This position will be responsible for being the face of Celebrity Cruises by providing excellent sales and service to our customers through phone, web, chat, SMS, social media, and email.


Essential Duties and Responsibilities:

  • Chat with multiple guests at the same time through various communication channels to drive new revenue, increase online booking conversion, and increase customer satisfaction
  • Chat with multiple guests at the same time through various communication channels to drive new revenue, increase online booking conversion, and increase customer satisfaction
  • Communicate with all guests booked with Consumer Outreach via Chat and E-Mail to provide service on existing reservations
  • Provide the full Celebrity Cruise Experience to our guests who need assistance with the website or creating a new reservation; it will be the Celebrity Chat Agent’s responsibility to communicate with the guest to drive new revenue for the Celebrity Cruises Consumer Outreach Team
  • Assisting Celebrity Guests with guest related issues
  • Developing strong customer relationships and responding to Celebrity guests within a timely manner via phone, web, chat, SMS, social media and email.
  • Create professional and friendly e-mail to Celebrity direct guests upon request
  • Analyze and identify trends and opportunities to grow the Celebrity Chat Agent Team

Qualifications, Knowledge & Skills:

  • Associates degree (AA) or equivalent from an accredited college or university, or three to five years of experience and/or training; or an equivalent combination of education and experience required.
  • One year of experience in high volume call center or sales/customer service work environment preferred.
  • Experience with AS400 or similar reservations system required
  • Microsoft Office experience required. 
  • The ability to type 55 to 65 words per minute.
  • Strong verbal and written communication skills to provide an efficient, professional, and friendly environment for Celebrity Cruises guest by chatting using proper grammar and punctuation with a graceful tone
  • Ability to write reports, e-mails, chat messages. Ability to read and proofread quickly. Must be able to type messages at over between 55 to 65 words per minute with grammatical accuracy
  • Ability to work, interact, and communicate with external/internal customers at all levels. Ability to build and maintain successful customer relationships through text. Sales experience recommended but must be able to learn and execute sales process
  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, and percentages.  
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to understand and communicate government regulations.
  • Ability to make decisions in situations where multiple variables and little time exist, assess complex situations, and make mutually beneficial decisions where limited standardization exists, and assess the most complex and non-routine situations.

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