Senior Advisor — Guest Experience & Resolution (Cruise)

Royal Caribbean Group; Makati; On-site; PHP 360,000 - 540,000; Full time

Job summary

Royal Caribbean Group in the Philippines seeks a Guest Experience Agent to handle post-cruise inquiries and concerns via mail, chat, or phone, researching complex issues and coordinating with shipboard and shore-side teams.

The role requires strong verbal and written communication, a customer-focused mindset, and the ability to manage multiple tasks with high professionalism and accuracy.

Qualifications

• Bachelor’s degree preferred or two to three years in customer service or equivalent experience.
• MS Word, Windows and Excel knowledge required.
• 40 wpm typing required.

Responsibilities

• Acknowledge, research, and address post-cruise concerns from passengers and travel agents via mail, chat, or phone.
• Coordinate with shipboard, shore-side departments and external vendors to ensure timely follow-up.
• Adapt responses as needed through extensive research and problem-solving to resolve issues.
• Take ownership of customer concerns to ensure full resolution within departmental timelines.

Skills

Self-starting

Verbal and written communication

Customer service professionalism

Education

Bachelor’s degree or equivalent experience

Tools

MS Word

Windows

Excel

Job description

Royal Caribbean Group in the Philippines seeks a Guest Experience Agent to handle post-cruise inquiries and concerns via mail, chat, or phone, researching complex issues and coordinating with shipboard and shore-side teams.

The role requires strong verbal and written communication, a customer-focused mindset, and the ability to manage multiple tasks with high professionalism and accuracy.