Pre-Cruise Service Agent (Contact Center)

About the role

The Pre‑Cruise Service Agent works in Celebrity Cruises’ Global Contact Center, delivering exceptional service to guests and travel partners before they board. The role involves handling inbound and outbound communications, managing reservations, and promoting cruise products and ancillary services.

Key responsibilities

• Answer inbound and make outbound calls and respond to email inquiries from guests and travel partners.
• Provide accurate information on cruise products, pricing, promotions, redeployments and charters.
• Process reservation changes, payments and special‑needs requests.
• Quote prices, cross‑sell and upsell packages, flights, insurance and other onboard products.
• Create new reservations following the Celebrity Cruises sales process.
• Maintain accurate reservation history across multiple systems and databases.
• Resolve issues in a single call whenever possible and route complex matters to the appropriate department.
• Comply with company protocols, quality standards and industry regulations.
• Participate in required training, online courses and special projects.

Required profile

• High school diploma (college degree or equivalent experience preferred).
• Minimum six months of contact‑center experience; sales experience is a plus.
• Fluent English; bilingual Spanish or French is highly desirable.
• Ability to work flexible schedules, including weekends and holidays.

Required skills