Sr. Advisor, Customer Experience Service

Royal Caribbean Group · Pasay

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KEY RESPONSIBILITIES

Will be responsible for acknowledging, researching, and addressing concerns brought forth after the cruise has been completed. Such actions include, but are not limited to, the answering of inbound rotary calls, the in-depth research of complex issues, the utilization of departmental resources, the application of departmental policies, a strong focus on customer retention and first contact resolution, and the building of customer relationships and brand loyalty. These individuals will have the responsibility of communicating appropriate resolutions to the guest concerns brought forth.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Responsible for receiving inquiries and complaints from passengers or travel agents by mail, chat or phone, determining nature of problem, providing appropriate response and entering relevant data in department database.
• Responsible for effectively communicating with all relevant shipboard and shore side departments, as well as external vendors, and providing appropriate follow-up.
• Handles situations which may require adaptation of response, extensive research and advanced problem-solving according to customer response.
• Responsible for taking ownership of all customer concerns and ensuring full resolution within departmental timelines.
• Financial responsibilities include the ability to thoroughly research all aspects of customer experience and service level to determine appropriate service recovery within compensation parameters and to ensure maximum customer retention.
• 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.
• Responsible for keeping up with any new policies and updates for the following markets: USA, UK, AUS & SGP.

Any other duties and projects assigned by the Manager or Sr. Manager of Guest Experience.

KNOWLEDGE & SKILLS

• Must possess ability to be a self-starter, work unsupervised and interact with others.
• Must have extensive verbal & written communication skills.  Must have ability to compose letters for executives.
• Must be able to handle passengers/travel agents with problems in a professional manner.

QUALIFICATIONS AND EDUCATION

• Bachelor’s degree (BA) preferred; or two to three years customer service experience; or equivalent combination of education and experience.
• MS Word, Windows and Excel knowledge required
• 40 wpm typing required

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