Senior CX Advisor: Post-Cruise Issue Resolution & Retention

Royal Caribbean Group; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

Royal Caribbean Group in Pasay, Philippines is seeking a Sr. Advisor, Customer Experience Service to acknowledge, research, and address concerns raised after a cruise.

You will handle inquiries from passengers and travel agents by mail, chat, or phone, and work with shipboard and shore-side teams to provide timely resolutions and maintain guest satisfaction. You must communicate effectively, document cases in the department database, and adhere to policies while seeking first contact resolution

Qualifications

• Bachelor’s degree or 2–3 years of customer service experience.
• MS Word, Windows and Excel knowledge required.
• Excellent verbal and written communication skills.

Responsibilities

• Receiving inquiries and complaints from passengers or travel agents via mail, chat, or phone.
• Communicating with shipboard and shore side departments and external vendors for follow-up.
• Researching and solving problems requiring adaptation and advanced analysis.
• Taking ownership of customer concerns and ensuring timely resolution within timelines.
• Researching service recovery options within policy and compensation parameters to maximise retention.
• Following up and keeping policies up to date for markets USA, UK, AUS & SGP.

Skills

Self-starter

Verbal & written communication

Executive correspondence

Education

Bachelor’s degree (BA) preferred

Two to three years customer service experience

Tools

MS Word

Windows

Excel

Job description

Royal Caribbean Group in Pasay, Philippines is seeking a Sr. Advisor, Customer Experience Service to acknowledge, research, and address concerns raised after a cruise.

You will handle inquiries from passengers and travel agents by mail, chat, or phone, and work with shipboard and shore-side teams to provide timely resolutions and maintain guest satisfaction. You must communicate effectively, document cases in the department database, and adhere to policies while seeking first contact resolution