Advisor, Customer Experience Service

Royal-Caribbean-Group-3; Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

Royal Caribbean Group in the Philippines is hiring for an Advisor, Customer Experience Service to handle inbound/outbound calls, emails, and chats from travel partners and direct guests. You will resolve first-call service requests, upsell revenue components, and coordinate with other departments to ensure guest satisfaction.

The role requires the ability to manage reservation changes, maintain professional rapport with a diverse client base, and provide accurate information about reservations

Qualifications

• High School diploma or GED is required.
• At least 1 year of customer service experience.
• Excellent verbal and communication skills.

Responsibilities

• Receive and respond to Sales requests from Travel Partners, guests, and Travel Partners via phone, email, or chats.
• Provide single-call resolutions and add any revenue components to bookings.
• Make outbound calls to guests about changes to reservations and coordinate with other departments as needed.
• Make changes to guest reservations at guest or department head request.
• Support guests with website or app navigation and assist with booking changes.
• Perform other duties as required by supervision or management.

Skills

Customer service

Verbal communication

Multi-tasking

Education

High School diploma or GED

Job description

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Advisor, Customer Experience Service

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s International Guest and Trade Services Team has an exciting career opportunity for a full time Advisor, Customer Experience Service.

Position Summary

Responsible for receiving and responding toSales requests from Travel Partners,service requests and inquiries from direct guestsand Travel Partnersvia inbound and/or outbound phone calls,emails and or Chatas assigned. Provides single call/first call service request resolution and adds any requested revenue components to bookings. Makes outcalls to guests to advise of changes to reservations (i.e., redeployments, charters, etc.), and makes changes as required. May contact other departments to complete guests, service requests, and provideappropriate responsesto them.

Essential Duties and Responsibilities

• Effectively evaluate the needs of the Travel Agent and theirclients'providing sales recommendations for our product on all Trade Sales calls correctly creatingaccuratereservations.
• Ability to develop andmaintainprofessional rapport with a diverseTrade andcustomer base, providing one call resolution where possible.
• Responds to service requests/questions from direct guestsand Travel Partnersrelated to all components on a reservation
• May include doing inbound and outboundcalls and emailstomanage changes on anexisting booking
• Make any, and all necessary, changes to guest reservation at the request of the direct guest, or department head
• Mustpossessstrong written and verbal communication skills, answersdirectguests andTravel Partnerquestions related to the guest’sreservation, and cruising withRoyalin general
• Analyzesguest’sreservation offeringrecommendations onanyadditionalrevenue components to the guest’s booking that will enhance the cruising experience.
• Makes outgoingcalls andreceives incoming calls from guests related to any redeployments, charters, etc., and makes all necessary changes to reservations.
• Must be detail oriented, withabilityto efficiently use time and resources.
• Maintain astrong drive, high energy andalert attitude and be proactive in the search for information to support guest needs.
• Effectively support guests with website or app navigation
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees willbe requiredto perform any other job-related duties assigned by their supervisor or management.

Qualifications

• High School graduate or GEDrequired
• 1 year customer service experience
• Excellent verbal and communication skillsrequired

Knowledge and Skills

• Must be attentive to details and able to multi-task
• Ability to speak to and hear guests over telephone system
• Ability to see and adjust focus
• Must be able to sit at a call center workstation for extended periods

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.