Tier 1 Crew Support Agent — Customer Experience

Royal Caribbean Group; Philippines; On-site; PHP 360,000 - 720,000; Full time

Job summary

Royal Caribbean Group is seeking a Tier 1 Agent, Crew Support to manage crewmember travel inquiries and provide frontline customer service across calls, chat, and cases. You will work closely with Tier 2 agents and COEs to ensure timely resolutions while adhering to SLAs and processes.

The role requires multitasking, a proactive attitude, and strong English communication. Knowledge of travel systems and shipboard operations is beneficial.

Qualifications

• Experience with crew travel or international travel coordination.
• Ability to interpret procedures and emails in English.
• Knowledge of shipboard operations and visa requirements is advantageous.

Responsibilities

• Handle crewmembers’ journey inquiries (document statuses, travel details, ship life).
• Encode remarks in Salesforce, JDE, Travel Mart, or similar tools.
• Respond to inquiries within SLA via chat, phone, or case.
• Coordinate with tier 2 agents and COEs for fast resolution.
• Monitor open cases and ensure tickets are closed timely.

Skills

Customer service

Multitasking

Escalation management

Communication

Education

Experience as International Travel Agent

Tools

Salesforce

JDE

Travel Mart

Job description

Royal Caribbean Group is seeking a Tier 1 Agent, Crew Support to manage crewmember travel inquiries and provide frontline customer service across calls, chat, and cases. You will work closely with Tier 2 agents and COEs to ensure timely resolutions while adhering to SLAs and processes.

The role requires multitasking, a proactive attitude, and strong English communication. Knowledge of travel systems and shipboard operations is beneficial.