Tier 1 Agent, Crew Support & Experience (Evergreen)

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

POSITION SUMMARY

The Tier 1 Agent, Crew Support is a fast paced and diverse role, which requires an analytical forward thinking individual. Position requires a high level of multitasking and the ability to change direction instantly. Individual must possess a "can do" attitude under any given situation supporting the workforce and logistics requirement of the fleet operations. This individual must be an expert in customer service, know how to handle distressed customers and escalated when needed. Within this role this individual will be responsible for handling crew and crew customer inquiries, utilizing the knowledge center. They will also be responsible for monitoring open cases, following up with Tier 2 Agents and COEs ensuring KPIs and SLAs are being met and tickets are being closed out. They must know how to answer calls, chat, and respond to open cases.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for fulfilling all crewmembers' journey inquiries from a questions and answer perspective. This includes but is not limited to inquiries regarding; document statuses, travel details, assignment information, ship life, expenses, and more.
• Attends to all customer needs received via telephone or written request, and ensure proper encoding of remarks in Salesforce, JDE, Travel Mart, or any other tool used.
• Ensure full customer satisfaction by responding to inquiries submitted within the SLA provided. Depending on the channel used, the SLA may differ. (Chat, Phone, Case).
• Stays current with all policies and procedures noted in SQM (Safety & Quality Management), CBA (Collective Bargaining Agreement) and or any other material which pertains to shipboard personnel.
• Works closely with the tier 2 agents and COEs (port logistics, air, onboard HR, scheduling, onboarding etc.) on crew related matters to ensure a fast and efficient resolution to any situation.
• Assess financial implication of decisions that has to be carried out to resolve emergency travel situations
• Escalates cases to supervisors (e.g., disgruntled crew), tier 2 agents (0-6 days within travel transactions and emergencies), or COEs (complex or out of scope inquiries and transactions)
• Monitors open cases, handled by other tiers to ensure they are being resolved within the provided SLAs
• Follows all SLAs and knowledge articles to be able to respond to crew and crew customers in a timely manner
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

QUALIFICATIONS

• Working knowledge of general/organizational shipboard functions and concepts.
• Knowledge of world geography and time differences.
• Knowledge of applicable immigration and visa requirements related to seafarers in various geographical areas.
• Working knowledge of applicable flag state/port state regulations related to seafarers training, licenses and certifications.
• Ability to read/write English in order to understand/interpret written procedures and emails.
• A relevant work experience as International Travel Agent.

KNOWLEDGE AND SKILLS

• Customer Service skills. Must have great interpersonal skills and be able to provide great support to our crew and crew customers.
• Planning & prioritization. Determine the necessary sequence of activities and the efficient level of resources required to achieve efficient and effective schedule and itinerary.
• Optimization. Proven track-record for being able to apply optimization techniques in one or more domains such as inventory optimization and crew planning.
• Problem solving. Evaluate a problematic situation and create a resolution based on planning and reasoning. Use logic, judgment, and data to drive decisions.
• Analytical skills. Visualizes, articulates, and solves problems and make decisions that make sense based on all available information.
• Aptitude for technology. Quickly learn and apply knowledge, skills, and judgment by assessing and translating information technology into responsive and effective planning solutions. Working knowledge of computers, internet and navigate within a variety of Microsoft software packages. Knowledge of industry programs (E1, AS400, MAPS, Remedy or other systems) as required.
• Soft skills. Good command in the English language to understand, translate and interpret procedures. This includes the ability to relay and receive instructions (written and verbal) to effectively present information and respond to questions from management, co-workers, and shipboard employees. Ability to communicate verbally and in writing, gather and relay information in a multinational and multilevel environment.
• Business. Working knowledge of general shipboard functions on a cruise ship, and the general concept of the shipboard organization. Working knowledge of applicable immigration and visa requirements related to seafarers in various geographical areas.