Job Description

Job Title: General Reservations and Travel Partner Support Agent

Location: Sunrise, Florida (Hybrid/Remote options available)

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 breathtaking rivers of Egypt and Europe, we are building a world-class team of customer-focused travel professionals. Come be a part of shaping the future of luxury river cruising.

Position Overview:

Century Cruises Inc. is seeking friendly, detail-oriented Reservations and Travel Partner Support Agents to assist guests and travel partners with reservations, inquiries, and booking support. As a key member of our service team, 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 general inquiries via phone, email, and online chat.

• Respond to all new inquiries and reservation requests within 48 hours.

• Provide accurate information about cruise itineraries, promotions, policies, and procedures.

• Maintain up-to-date and detailed records of customer interactions in CRM systems (e.g., Salesforce).

• Support the Travel Partner community with booking support, troubleshooting, and post-booking service.

• Collaborate with the Sales, Marketing, and Operations teams to deliver seamless service across all touchpoints.

• Stay current with company updates, new offerings, and industry trends to better serve guests and partners.

• Identify and escalate complex issues to the appropriate teams while ensuring follow-through for resolution.

• Deliver an exceptional service experience that reflects 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 the travel, hospitality, or luxury industries.

• Strong problem-solving skills and a proactive approach to customer needs.

• Proficiency in CRM systems (Salesforce experience preferred) and Microsoft Office Suite.

• Excellent communication skills, both written and verbal.

• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Experience working with travel agents, consortia, or tour operators.

• Background in luxury travel or hospitality preferred.

• Familiarity with GDS (Global Distribution System) platforms or cruise booking tools is a plus.

• Ability to handle high-volume inquiries while maintaining a focus on quality service.

Compensation and Benefits:

Century Cruises Inc. offers a competitive salary, performance-based incentives, comprehensive health benefits, generous PTO, travel perks, and flexible remote work opportunities.

Key Performance Indicators (KPIs):

• 100% response rate to new inquiries within 48 hours.

• High customer and travel partner satisfaction scores.

• Timely and accurate management of reservations and service requests.

• Adherence to quality assurance standards and service protocols.

How to Apply:

Please apply via the LinkedIn job posting or email your resume to dfredericks@centurycruise.com.

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