Agent, Cunard Reservations (Philippines)

Cruise Administration Services, Inc. (CASI), a Carnival Cruise Line entity in the Philippines, is currently looking for Agent, Cunard Reservations. Only candidates located in Metro Manila, Philippines to apply.

The Cunard Voyage Services Specialist is a Manila-based, multi-market shared-services role providing polished, knowledgeable and personalized reservation and guest-support services to Cunard guests, travel advisors and regional partners across Australia, North America, Japan and designated Asia markets. Australia and North America are supported through approved inbound and outbound telephone, email, chat and shared-inbox channels. Japan and designated Asia markets are supported through email, shared inboxes and other approved written channels only; the role does not provide inbound or outbound telephone support for those markets. The specialist supports both new and existing reservations by responding to enquiries, recommending suitable voyages, accommodations, fares and promotions, preparing quotations, processing approved payments and booking changes, resolving policy and service questions, and coordinating complex requests with internal teams. The position is service-led, with guest care, booking accuracy, brand representation and first-contact resolution at its core. When handling eligible enquiries for Australia and North America, the specialist will also identify suitable booking opportunities, guide guests through the purchase journey and convert qualified enquiries into confirmed reservations. Work is assigned according to regional volumes, language capability, approved customer-contact channels and business priorities. Performance may be measured through guest satisfaction, written and verbal quality, first-contact resolution, booking accuracy, productivity, schedule adherence, channel compliance, booking conversion and revenue outcomes for assigned activities. Essential functions: Australia & North America Reservations & New Booking Support Provide guest service, reservation assistance and new booking support for Australia and North America through approved inbound and outbound telephone, email, chat and digital channels. Respond to enquiries from direct guests and travel advisors, identify individual travel needs, and recommend suitable voyages, accommodations, fare options, promotions and onboard experiences. Guide guests and travel advisors throughout the reservation journey by preparing accurate quotations, explaining applicable fare conditions and policies, addressing questions and concerns, and converting qualified enquiries into confirmed bookings when appropriate. Accurately create reservations, collect deposits and payments through approved systems, and document all booking details, guest preferences and required follow-up actions. Identify appropriate opportunities to enhance the guest experience and overall booking value through accommodation upgrades and approved ancillary products, including air, hotels, transfers and other available services. Maintain current knowledge of Cunard voyages, accommodations, promotions, products and booking procedures, and comply with all service, pricing, payment, privacy, quality and escalation requirements. Telephone-based reservation and new booking support applies to Australia and North America only. Japan and designated Asia market responsibilities remain limited to email, shared inboxes and other approved written channels. Australia & North America Guest Service and Existing Booking Support Provide end-to-end assistance for existing reservations from confirmation through the pre-cruise journey using approved telephone and digital channels. Support payments, amendments, upgrades, cancellations, documentation, special-service requests, fare and policy questions, and other booking-related needs. Take ownership of enquiries, explain available options clearly, resolve matters accurately at first contact whenever possible, protect the guest relationship