Post Cruise Guest Relations-Call Center

Great vacations begin with great employees! 

Combine your experience and sense of adventure by joining our exciting team of employees in Miami, Fl.  Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.  

Position Summary:

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.

Career Snapshot:

• Responsible for receiving inquiries and complaints from passengers or travel agents by mail 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.

Requirements:

• Experience: 2 years customer service industry related experience required.
• MS Word, Windows and Excel knowledge required
• 40 wpm typing required

Preferred:

• High School graduate required; 2 years of college preferred
• Must possess ability to be a self-starter, work unsupervised and interact with other
• 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

Thank you for your interest in this role. Royal Caribbean Cruises Ltd. is the world's second largest cruise company, operating under Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. These brands offer an array of onboard activities, services and amenities, including simulated surfing, swimming pools, sun decks, beauty salons, exercise and spa facilities, ice skating rinks, in-line skating, basketball courts, rock climbing walls, miniature golf courses, gaming facilities, lounges, bars, Las Vegas-style entertainment, cinemas and Royal Promenades, which include interior shopping, dining and an entertainment boulevard.

Join our team as our Advocate, Post Guest Relations- Call Center.  Once you click to apply below, it will take you 10-15 mins to complete our application, which will help us better qualify your candidacy.   If you are being considered for this position you will hear back from us within the next 30-60 days.  During this time, you can view your application status on our career site.  

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

RCL is an Equal Employment Opportunity employer.

Job: Trade Support & Services
Primary Location: United States-Florida-Miramar
Schedule: Full-time
Shift: Day Job
Employee Status: Regular