POSITION SUMMARY:

Engagement Center is a brand-wide initiative dedicated to delivering uncompromising, individualized service to our guests. The position requires the ability to work and thrive within a five-star, luxury culture.

The Engagement Center Support Agent addresses a wide variety of guest needs pre and post-cruise. They are responsible for basic service transactional functions. They will respond to guest inquiries and concerns in an expedient manner, providing resolution in one contact, while delivering luxury service in alignment with the brand vision. The Engagement Center Support Agent accurately assesses guest needs and meticulously records individual preferences and interactions, maintaining a detailed guest history to ensure that no request requires repeating and every experience with Celebrity Cruises is exceptional.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

QUALIFICATIONS:

List the minimum level of education and experience required to perform the work at the entry level of the job.

• Proficiency in English. Fluency in a secondary language would be an added advantage.
• Capacity to think independently and research as well as demonstrate sound judgment, effective reasoning, proven problem-solving abilities and effective decision-making skills.
• High School graduate, GED, or relevant hotel/hospitality experience preferred.
• Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding luxury service in a creative, positive and focused manner.
• Demonstration of excellent follow-up and organizational skills, with the ability to work a flexible and varied schedule, including weekends and holidays, to accommodate a 24-hour-per-day operation.

KNOWLEDGE AND SKILLS:

List specific knowledge and skills necessary to perform this job related to the Essential Duties and Responsibilities identified above:

• Holds knowledge of company contact center systems; policies and procedures relating to cruise reservations; Casino member programs; and all sales, marketing and revenue promotional offers.
• Performs work comfortably in a sitting position while being required to view a computer screen (and visually distinguish color) for extended amounts of time (up to an entire shift period, notwithstanding scheduled breaks and lunches).
• Exhibits strong interpersonal skills and fosters a diverse and respectful workplace. Seeks ways to support team efforts while contributing to overall organizational success.
• High attention to detail on all interactions, accurately verifying guest information and recording data, both text and numeric information, at a rate of at least 35 wpm from both spoken and printed sources.
• Possesses the ability to work in a call center environment (open cubicles near others, exposure to continuous background noise, etc.).
• Works harmoniously and professionally with peers, travel partners and leaders across departments, both shipboard and shore side.
• Communicates effectively with all external and internal customers through both verbal and written interactions.
• Complies with internal policies, guidelines and conduct standards, while making decisions and delivering WAYS values on every interaction.
• Relates to the customers’ needs while keeping the company’s best interest in mind. Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers.
• Displays proficiency in Microsoft Windows, Microsoft Office applications.

• Candidates MUST be livining in MX Territory and have working permit
• Hears and speaks clearly using a telephone headset to continuously answer inbound telephone calls.
• Candidates MUST be fluent in both English and Spanish

Work Environment:

List working environment or conditions that describe those encountered in performing the job functions (inside/outside the office, travel, shipboard, noise level etc.)

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Support Agent, Engagement center is required to provide a noise-free, professional work-from-home office environment with excellent internet connectivity and speeds. In the unlikely event that power or connectivity is lost the Support Agent, Engagement center is expected to find a suitable work environment to reconnect and resume operational activity or return to office. When in office the Support Agent, Engagement center is required to work in a contact center environment, cubicle based and wear business casual attire. At all times during travel the employee is a representative of the brand and is to follow our business conduct policies when navigating office, shipboard and site events respectively.