Advisor, Customer Experience Service

Royal Caribbean Group; Pasay; On-site; PHP 312,000 - 424,000; Full time

Job summary

Royal Caribbean Group is seeking an Advisor, Customer Experience Services to elevate guest interactions by managing email responses and administrative tasks. The role operates within a fast-paced, KPI-driven environment across Royal Caribbean Group brands.

The ideal candidate brings customer service experience, strong English communication, and the ability to collaborate with multiple departments while maintaining accuracy and efficiency in a 24/7 operation.

Qualifications

• Minimum 6 months’ experience in a call center environment.
• Minimum of 1-year experience working in a customer service/sales-based role.
• Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding service.
• Demonstrated follow-up and organizational skills with the ability to work a flexible schedule, including weekends and holidays.
• Proficiency in written and spoken English.

Responsibilities

• Interact with internal and external customers via email with clear and concise communication.
• Respond to emails in designated inboxes according to KPIs.
• Assist in brand loyalty processes (Crown & Anchor, Captains Club) using relevant tools.
• Prepare process reports and perform administrative tasks to support daily operations.
• Keep current knowledge of brand promotions, ship features, and policy changes in Knowledge Desk.
• Track personal productivity and be subject to supervisor audits.
• Carry out any other duties as required by leadership.

Skills

Call center experience

Customer service

Multi-tasking

Attention to detail

English proficiency

Interpersonal skills

Team collaboration

Typing speed 35 wpm

Ability to sit long hours

Tools

AS400/GUI

Microsoft Office

Teams

Siebel

LivePerson

Job description

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 Services.

Position Summary

The Customer Experience Services Advisor's (Admin & Email Specialist (AES)) primary focus is to elevate the guest experience through responding to emails received in key inboxes from our Direct and Trade booked guests and managing administrative processes. The AES is passionate about meeting productivity targets while reaffirming the guests’ decision to book with RCG brands. The ideal candidate is a self-motivated person who enjoys working in a collaborative environment.

Essential Duties And Responsibilities

• Uses excellent written communication skills to effectively interact with internal and external customers via email. This includes being able to convey information clearly and concisely, as well as being able to understand and respond to customer enquiries.
• Their primary responsibility is responding to emails received in key inboxes according to published KPIs.
• Has the ability to assist in all brand loyalty processes, procedures and inquiries including, but not limited to Crown & Anchor and Captains Club mergers and program benefits utilizing relevant tools.
• Additional responsibility includes process reports and other administrative tasks which act as a check and balance of our daily business operations to ensure compliance with published guidelines.
• Maintains current knowledge of all brands’ promotions, ship features, and changes in internal policies within Knowledge Desk.
• Responsible for tracking their own productivity on their assigned tasks which is then audited by their direct supervisor.
• 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 will be required to perform any other job-related duties assigned by their leadership team.

Qualifications

• Minimum 6 months’ experience in a call center environment required.
• Minimum of 1-year experience working in a customer service/ sales-based role.
• Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding service in a creative, positive, and focused manner.
• Demonstration of excellent follow‑up and organizational skills, with the ability to work a flexible and varied schedule, including weekends and holidays, to accommodate a 24‑hour‑per‑day operation.
• Proficiency in written and spoken English.

Knowledge And Skills

• AS400/GUI Required, Microsoft Office, Teams, Siebel and LivePerson applications.
• High attention to detail on all interactions, accurately verifying guest information and recording data, both text and numeric information, at a rate of at least 35 wpm from both spoken and printed sources.
• Possess excellent interpersonal skills.
• Ability to work across departments.
• Good communications skills, both written and verbal.Ability to develop relationships with all customers, internal and external.
• Must be able to sit at a call center workstation for extended periods.

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.