Global Casino Resolutions Specialist

Royal caribbean international; Pasay; Hybrid; PHP 450,000 - 650,000; Full time

Job summary

Royal Caribbean Group is seeking a Casino Resolutions Specialist to handle escalated calls and chats from guests and internal teams, ensuring accurate documentation and excellent service. The role emphasizes research, empathy, and independent judgment to determine compensation where appropriate.

You will support reservations, air arrangements, and payments, while coordinating with cross-functional departments to resolve issues and maintain guest satisfaction in a dynamic cruise environment.

Qualifications

• Bachelor’s degree or equivalent and call center or customer service experience.
• Minimum 6 months of Casino call center experience required.
• Proven written and verbal communication skills and problem-solving abilities.

Responsibilities

• Handle escalated calls regarding Celebrity Casino and brand issues at a supervisory level.
• Resolve guest complaints on reservations, air arrangements, payments/refunds, and pre-vacation issues.
• Communicate professionally via phone and written channels; document interactions in systems.
• Coordinate with cross-functional teams to identify and resolve service issues.
• Assist with VIP guests and special sail-date issues and maintain sensitive inventory.

Skills

Bachelor’s degree

Casino call center experience

Strong communication

Analytical skills

Microsoft Office

Education

Bachelor’s degree (BA) or equivalent

Tools

Siebel CRS

UCM

Loyalty systems

Job description

Royal Caribbean Group is seeking a Casino Resolutions Specialist to handle escalated calls and chats from guests and internal teams, ensuring accurate documentation and excellent service. The role emphasizes research, empathy, and independent judgment to determine compensation where appropriate.

You will support reservations, air arrangements, and payments, while coordinating with cross-functional departments to resolve issues and maintain guest satisfaction in a dynamic cruise environment.