Crew Support Specialist (Tier 1)

Royal Caribbean Cruises Ltd; Pasay; On-site; PHP 320,000 - 420,000; Full time

Job summary

Royal Caribbean Cruises Ltd. is seeking a Tier 1 Agent, Crew Support to manage crew inquiries, document statuses, travel details, and ship life information. You will encode remarks in multiple systems and collaborate with Tier 2 and COEs to ensure fast resolutions.

The role requires handling distressed customers, monitoring open cases, and ensuring adherence to SLAs across chat, phone, and case channels. Strong English communication and shipboard knowledge are essential.

Qualifications

• Experience in international travel or crew movement is advantageous.
• Strong English reading/writing skills and clear communication.
• Familiarity with shipboard operations and travel documentation.
• Ability to handle distressed customers and escalate when needed.
• Knowledge of CRM or ticketing systems is preferred.

Responsibilities

• Handle crew inquiries regarding journeys, documents, travel details, and ship life.
• Record remarks in Salesforce, JDE, TravelMart, or other tools and monitor open cases.
• Respond to inquiries within SLA via chat, phone, or case; ensure customer satisfaction.
• Coordinate with Tier 2 and COEs to resolve crew-related issues quickly.
• Assess financial implications of decisions during emergency travel situations.

Skills

Customer Service

Planning & prioritization

Optimization

Problem solving

Analytical skills

Aptitude for technology

Soft skills

Business

Job description

Royal Caribbean Cruises Ltd. is seeking a Tier 1 Agent, Crew Support to manage crew inquiries, document statuses, travel details, and ship life information. You will encode remarks in multiple systems and collaborate with Tier 2 and COEs to ensure fast resolutions.

The role requires handling distressed customers, monitoring open cases, and ensuring adherence to SLAs across chat, phone, and case channels. Strong English communication and shipboard knowledge are essential.