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Onboard Experience Support Specialist - Remote Us
Company | Princess Cruises |
Address | Santa Clarita, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Travel Arrangements,Hospitality |
Expires | 2023-08-14 |
Posted at | 9 months ago |
- Performs additional duties and special projects as assigned.
- Provides elevated support to our shipboard staff before, during and after the cruise. Assists with handling sensitive and highly escalated situations as they require support. Actively listens to create understanding, researches using a variety of available tools and techniques, and then partners with the shipboard team on the appropriate course of action for the situation. Responds to inquiries and assists with requests for administrative support. Uses empowerment and judgement to drive timely and effective resolutions, up to the full value of the booking where deemed necessary.
- Identifies opportunities to improve processes and our overall guest experience. Researches inquiries not addressed in applicable systems and ensures findings are communicated and documented appropriately.
- Liaises with appropriate business units to ensure all relevant information has been processed as needed. Actively communicates and partners with shipboard teams at all phases to ensure alignment. Interfaces with the Accessible Experience team on issues requiring ADA expertise to drive resolution.
- Manages customer interactions by utilizing the Siebel system. Creates Service Requests (SRs), Activities, and monitors files to ensure that no issue is left unresolved.
- Follows up with guests to communicate the resolution of identified concerns and ensures their satisfaction with the handling of their expressed concern. Composes, edit, and prepares follow-up letters and emails for guests.
- Research guest and travel professional letters, e-mail, and phone calls regarding inquiries, complaints, and praises and communicate internally with the appropriate company personnel to resolve the issues.
- Provides support to onboard teams during shipboard incidents, including elevated communication, the processing of cruise fare refunds, and handling of out-of-pocket expenses.
- Strong knowledge and proficiency in relevant systems to access and update guest information.
- 2+ years of hospitality or customer service experience, including two years handling escalated issues.
- High School diploma or equivalent.
- Proficient in Microsoft office suite.
- Ability to assess situations and determine the best course of action within scope of role
- Excellent interpersonal skills and communication skills (verbal and written) with guests, travel agents, employees, other departments, and management.
- Strong listening skills and the ability to empathize and connect with customers.
- Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).
- Time management and organizational skills
- Cruise and Travel Privileges for You and Your Family
- Tuition & Professional Certification Reimbursement
- Health Benefits
- Training & Professional Development
- Base Hourly Range: $15.91 to $21.49. The range is applicable for the labor market where the role is intended to be hired. Final base hourly rate is directly related to each candidates' qualifications and experience uniquely.
- Rewards & Incentives
- Employee Stock Purchase Plan
- 401(k)
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