Tier 1 Crew Support & Experience Specialist

Royal Caribbean Group; Evergreen (CO); On-site; USD 40,000 - 55,000; Full time

Job summary

Royal Caribbean Group is seeking a dedicated Tier 1 Agent, Crew Support in Evergreen, Colorado. This role involves multitasking to manage crew inquiries across channels, ensuring customer satisfaction while adhering to service level agreements (SLA). Candidates should have knowledge of shipboard functions, geography, and relevant visa requirements. Strong customer service skills and the ability to effectively communicate in English are essential. Join a dynamic team where each day meets new challenges and opportunities.

Qualifications

• Working knowledge of general shipboard functions and concepts.
• Knowledge of world geography and time differences.
• Knowledge of immigration and visa requirements for seafarers.
• Ability to read/write English to understand procedures and emails.

Responsibilities

• Handle crew journey inquiries regarding document statuses and travel details.
• Respond to customer needs via telephone or written request.
• Ensure customer satisfaction by responding within provided SLAs.
• Work with tier 2 agents and COEs on crew related matters.
• Monitor and escalate cases to ensure timely resolution.

Skills

Customer Service skills

Planning & prioritization

Optimization techniques

Problem solving

Analytical skills

Aptitude for technology

Soft skills in English communication

Education

Relevant work experience as International Travel Agent

Tools

Microsoft software packages

E1

AS400

MAPS

Remedy

Job description

Royal Caribbean Group is seeking a dedicated Tier 1 Agent, Crew Support in Evergreen, Colorado. This role involves multitasking to manage crew inquiries across channels, ensuring customer satisfaction while adhering to service level agreements (SLA). Candidates should have knowledge of shipboard functions, geography, and relevant visa requirements. Strong customer service skills and the ability to effectively communicate in English are essential. Join a dynamic team where each day meets new challenges and opportunities.