Sr. Advisor, Customer Experience Service

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Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s International Guest Trade and Services Team has an exciting career opportunity for a full time Sr. Advisor, Customer Experience Services.

Position Summary:

Working within an inbound contact centre team, the Royal Agent’s role is to support trade partners and guests. The role is of medium complexity as the role covers trade partners and some guest contacts from initial Sales enquiry all the way through the air and service touch points to the guest departing for their cruise holiday.

The primary focus of the role is to deliver a premium service to our Royal UK & Ireland trade partners & guests by giving consistent elevated service through incoming calls. To ensure that personal and team KPI’s and objectives are met whilst staying true to the Royal brand vision and core values.

Essential Duties and Responsibilities:

Key accountabilities

• Answers inbound telephone calls from travel partners and direct guests with an upbeat and friendly disposition, exceptional verbal communication skills, and a strong commitment to customer satisfaction.
• Servicing existing bookings through our in-house Reservation System, to match our customers’ needs
• Servicing air enquiries, using all of the relevant air booking tools
• Accountable for taking full ownership of guest issues, ‘I can solve this for you.’
• Convert any Sales enquiry calls into bookings using our in-house reservation system, focusing on ‘right guest, right ship, right price’

Measured by

• Through regular monitoring, feedback and the QA process, ensure that high value guest enquiries are being converted and retained through their service experience
• Delivering a personalized and premium level of customer service for every Royal guest contact, including all phone and some off phone contact
• Effectively handle guest complaints to prevent complaint reoccurrence
• Provide a first call resolution by pre- emptying the callers next question and to prevent unnecessary call.

OPERATIONS & KPI’s

Key accountabilities

• Achieve service levels to ensure the Company’s team and individual targets are met.
• Consistently meet and exceed the Company’s Quality Assurance Standards
• Demonstrate flexibility to provide support and assistance to other departments when needed

Measured by

• Attend regular 121’s with the Supervisor/Manager to discuss performance against targets
• Ensure that all written responses are of a consistently high standard to prevent follow up emails
• Engage with the QA process, to maximize performance against set goals
• Attend ‘cross function training’ to support key functions and be multi skilled when required

STAFF TRAINING & DEVELOPMENT

Key accountabilities

• Attend regular training to become brand, product and & policy experts within the Company
• Be fully confident in using all systems that relate to the role; (ie AS400, Travelbox, WFM, KD).
• Provide accurate and timely information utilizing Company resources
• Participate in departmental projects and tasks as required

Measured by:

• Demonstrate your knowledge when speaking to agents and guests. Become a knowledge…