Trade Support Executive

at  Royal Caribbean Group

COMPANY OVERVIEW:

Royal Caribbean International has been delivering innovation at sea for more than 50 years Each successive ship is an architectural marvel that features the latest technology and guest experiences for today’s adventurous traveler The cruise line continues to revolutionize vacations with itineraries to 240 destinations in 61 countries on six continents including Royal Caribbean’s private island destination in The Bahamas Perfect Day at CocoCay the first in the Perfect Day Island Collection Royal Caribbean has also been voted “Best Cruise Line Overall” for 19 consecutive years in the Travel Weekly Readers’ Choice Awards
Locally We Have Been Voted
2021 & 2022 Most Trusted Cruise Operator – Reader’s Digest Australia
2022 Best Cruise Line for Activities - Cruise Passenger Readers’ Choice Awards
2019 Best Cruise Line Domestic (4 consecutive years) – AFTA National Travel Industry Awards
2018 Best Cruise Line International (4 consecutive years) - AFTA National Travel Industry Awards
We’re most proud that we are on the Forbes World’s Best Employers list!
We’re looking for an outstanding Sales Support Executive based in Sydney to promote Royal Caribbean International

JOB SUMMARY:

As the Trade Support Executive you will own the day-to-day operation and processes for Trade Support ensuring maximum effectiveness efficiencies and outstanding customer service to our internal and external customers
You will be a strategic and analytical thinker and revel in creating forward strategies for continuous improvement and efficiencies owning the administrative tasks for all trade channels You will be the key individual providing trade partners and sales team with the tools to help drive the Royal Caribbean International business across Australia and New Zealand
Some of your duties include:

Trade Partner Support

• Be an expert across our booking systems training and supporting trade where required on the booking process triaging booking queries to the appropriate department for resolution
• Deconstruct complex booking complaints to identify and review the steps within the trade journey with a particular focus on the process within trade portals and the improvement and update of booking tools
• Review and adapt existing training programs for new and returning travel consultants as well as reviewing and developing training processes
• Cruising Power/espresso policy training and functionality - roadshows – Identify agencies who require ongoing training via call centre trade drivers
• Oversee the Trade Support email inbox ensuring all queries are dealt with efficiently and within agreed service levels targets
• Responsible for managing all agency contact data and ensure that our systems are up to date
• Build and develop relationships with key strategic partners to ensure efficient processes and optimised flow of information
• Work with Contact Centre teams and Guest Experience to ensure continuous communication and alignment of processes
• Assist with Docusign contracts signatories set up and any travel agency enquires checking changing/updating commissions
• Engage directly with key accounts to understand pain points through the trade journey as a whole including co-op process communications expos and guest/trade tools
• Maintain Club Royal Rewards program triage Zendesk tickets
• Identify and address any discrepancies in our booking process by recommending change or review These include but are not limited to Paymode refunds FCCs pricing discrepancies transfers from direct to agencies out of policy
• CLIA bonus commission vouchers – receiving and ensuring CLIA vouchers are documented and processed Updating terms and conditions for CLIA yearly

Sales Team Support

• Work closely with and provide daily support to AUNZ Sales Managers
• Ensure the smooth running of day to day operations including; Ship visit administration support and ad hoc requests and queries

Executive Inbox

• VIP guests support and maintenance

Events

• Support when required at Trade Partner Events and Trade Shows in coordination with the Trade Marketing manager and Executive Assistant Including invitations confirmation of attendance stand and venue requirements and attendance to support the sales team
• Coordinate ship inspections Liaise with shoreside and shipboard key personnel to ensure an organized and well managed process
• Support other events as required including CLIA events and Ship Inaugurals

Agency Maintenance

• Use New Agency Process for set up of new Trade Partners in conjunction with RCI Trade Support
• Administer Trade Partner Updates (amends to profiles)
• Responsible for managing all contact information and ensure that the AS400 system and all reporting tools are up to date
• Collaborate with the Commercial Analyst on sales reporting to ensure AS400 hierarchy is accurate and reflected in BI Sales Dashboard Ensure commission plans are accurate and up to date
• Liase with IT support on System issues reporting and management
• Work with the Sales Team to ensure process updates and changes are administered and the team are fully updated and trained accordingly
• Maintaining agreed timescales and service level requirements

QUALIFICATION KNOWLEDGE & SKILLS:

• 3+ years of experience in the travel industry (preferred but not essential)
• A strong customer service ethic
• Highly motivated a positive ‘can do’ attitude and a collaborative team player
• Strong communication skills both verbal and written
• Excellent negotiating and influencing ability and interpersonal skills
• Problem solving skills and ability to use own initiative
• Ability to travel occasionally and work flexible hours when required
• Ability to work both independently and as part of a team

Please refer the Job description for details