Crew Experience & Support Specialist

Royal Caribbean Group; Evergreen (CO); On-site; USD 52,000 - 70,000; Full time

Job summary

Royal Caribbean Group is seeking a Tier 1 Agent, Crew Support to handle crew inquiries, manage travel details, and coordinate with Tier 2 agents and COEs. Responsibilities include documenting, responding through multiple channels, and ensuring SLA adherence.

The role requires strong customer service, planning, problem solving, and technical aptitude for industry systems. A fast-paced, multinational environment awaits.

Qualifications

• Experience as International Travel Agent.
• Knowledge of shipboard functions.
• Strong English reading/writing.
• Understanding of immigration and visa requirements for seafarers.
• Familiar with Salesforce, JDE, Travel Mart and related tools.

Responsibilities

• Handle crewmembers’ journey inquiries and provide answers.
• Document statuses, travel details, assignment information, ship life, expenses.
• Respond to inquiries via telephone or written requests and encode remarks.
• Meet SLA targets and KPI expectations and close tickets.
• Collaborate with Tier 2 agents and COEs to resolve crew issues.
• Assess financial implications for emergency travel decisions.
• Escalate complex cases to supervisors or COEs.
• Monitor open cases and ensure resolution within SLAs.
• Follow knowledge articles to respond to crew and crew customers.
• Other duties as required.

Skills

Customer service

Planning & prioritization

Optimization

Problem solving

Analytical skills

Technology aptitude

Soft skills

Communication

Shipboard operations

Tools

E1

AS400

MAPS

Remedy

Job description

Royal Caribbean Group is seeking a Tier 1 Agent, Crew Support to handle crew inquiries, manage travel details, and coordinate with Tier 2 agents and COEs. Responsibilities include documenting, responding through multiple channels, and ensuring SLA adherence.

The role requires strong customer service, planning, problem solving, and technical aptitude for industry systems. A fast-paced, multinational environment awaits.