General Reservations and Travel Partner Support Agent

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Job Title: General Reservations and Travel Partner Support Agent

About Century Cruises Inc.:

Century Cruises Inc. is the largest luxury river cruise line in China, offering unforgettable journeys and world-class service to discerning travelers. As we expand into the rivers of Egypt and Europe, we are building a world-class team of customer-focused travel professionals. Join us in shaping the future of luxury river cruising.

Position Overview:

We are seeking friendly, detail-oriented Reservations and Travel Partner Support Agents to assist guests and travel partners with reservations, inquiries, and bookings. You will ensure a smooth, personalized experience for our guests and industry partners, helping them create unforgettable cruise journeys.

Key Responsibilities:

• Assist guests and travel agency partners with reservations, itinerary planning, booking changes, and inquiries via phone, email, and online chat.
• Respond to all inquiries and reservation requests within 48 hours.
• Provide accurate information about cruise itineraries, promotions, policies, and procedures.
• Maintain detailed records of customer interactions in CRM systems (e.g., Salesforce).
• Support the Travel Partner community with booking support, troubleshooting, and post-booking services.
• Collaborate with Sales, Marketing, and Operations teams to deliver seamless service.
• Stay current with company updates, new offerings, and industry trends.
• Identify and escalate complex issues to the appropriate teams, ensuring follow-up for resolution.
• Deliver an exceptional service experience reflecting Century’s luxury brand standards.

Qualifications:

• Bachelor’s degree preferred; equivalent work experience considered.
• 2+ years of customer service, reservations, or travel support experience, preferably in travel, hospitality, or luxury industries.
• Strong problem-solving skills and a proactive customer approach.
• Proficiency in CRM systems (Salesforce preferred) and Microsoft Office.
• Excellent written and verbal communication skills.
• Highly organized, detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Experience working with travel agents, consortia, or tour operators.
• Background in luxury travel or hospitality.
• Familiarity with GDS platforms or cruise booking tools.
• Ability to handle high-volume inquiries while maintaining quality service.

Compensation and Benefits:

We offer a competitive salary, performance incentives, comprehensive health benefits, generous PTO, travel perks, and flexible remote work options.

Key Performance Indicators (KPIs):

• 100% response rate to inquiries within 48 hours.
• High customer and partner satisfaction scores.
• Timely and accurate reservations and service requests management.
• Adherence to quality standards and service protocols.

How to Apply:

Apply via the Linked In job posting or email your resume to