Casino Experience Resolution Specialist — Remote

Royal Caribbean Group; Pasay; Hybrid; PHP 480,000 - 640,000; Full time

Job summary

Royal Caribbean Group in Manila seeks a Consultant, Customer Experience Service to handle escalations and guest inquiries for Celebrity Casino and related programs. You will service reservations, review payments and air arrangements, and ensure accurate documentation in CRS systems.

The role requires call center experience, strong numerical and analytical skills, and excellent communication. It offers hybrid work arrangements and opportunities to advance in casino services.

Qualifications

• Bachelor’s degree or equivalent in a call center or customer service role.
• Minimum 6 months of Casino call center experience required.
• Strong numerical and problem-solving skills are essential.
• Excellent written and verbal communication skills are required.

Responsibilities

• Manage escalated calls regarding Celebrity Casino, Blue Chip Club and brand issues at a supervisory level.
• Resolve guest complaints on reservations, products, services, air arrangements, payments/refunds.
• Handle pre-cruise accounting problems and interpret service history for casino programs.
• Make decisions on pricing, exceptions to guidelines, and refunds to satisfy guests.
• Provide professional service via phone and written correspondence.
• Maintain relationships with Celebrity Casino, Blue Chip Club and VIP guests.
• Act as key contact on sail date-specific issues including cancellations or oversells.
• Assist in special projects requiring extensive research and resolution.

Skills

Numerical skills

Active listening

Written and verbal comm.

Analytical thinking

Customer service

MS Office

Reservation systems

Education

Bachelor’s degree or equivalent

Tools

Siebel CRS

UCM

Loyalty programs

Job description

Royal Caribbean Group in Manila seeks a Consultant, Customer Experience Service to handle escalations and guest inquiries for Celebrity Casino and related programs. You will service reservations, review payments and air arrangements, and ensure accurate documentation in CRS systems.

The role requires call center experience, strong numerical and analytical skills, and excellent communication. It offers hybrid work arrangements and opportunities to advance in casino services.