Agent, Guest and Trade Service

Position Summary:

Working within a team of multi skilled specialists, the Customer Service Associate position has responsibility for all specialized pre cruise customer service functions dealing with calls, webchat and emails from Guests and Trade Partners requiring assistance with creating and service bookings.

The primary focus of the role is to deliver a premium service to our Celebrity guests and Trade Partners to ensure that we are retaining our high value guests, through every call, email and chat interaction. This role is also responsible for handling complaints from across the various touch points within Guest and Trade Services. Including, but not limited to Web Chat and Social Media channels.

The Customer Service Associate is responsible for pre cruise customer service, booking amenities, invoicing, Future Cruise Certificate application, special service request, query resolution, servicing phone calls, Chats from guests and trade partners, responding to email through all our email boxes, working reports, hotel & transfer requests, incident handling, itinerary changes, redeployments and other associated duties including booking pre-cruise revenue items such as shorex, beverage packages and speciality dining. Including responsibility for Future Cruise Certificate payment support.

To ensure that individual plus team KPI’s and objectives are met whilst staying true to the RCL and Celebrity brand vision and core values.

CELEBRITY BRAND/SERVICE DELIVERY

Key Accountabilities:

• Servicing existing bookings through our in-house Reservation Systems (Legasuit, AS400, ASR etc), to match our customers’ needs – Including, but not limited to Calls, Chat, emails and Social Media channels.
• Preparing and sending communications for itinerary changes and redeployments
• Creating manifests as and when required
• Delivering a personalised and premium level of customer service for every Celebrity guest and trade partner contact, including all phone and off phone contacts.
• Accountable for taking full ownership of guest issues WAYS, ‘I can solve this for you.’
• Handle escalated issues as required
• Assist with other projects and initiatives within GTS as required
• responsibility for Future Cruise Certificate payment support.
• Measured by:
• Perform against weekly/monthly department/personal KPIs
• Through regular monitoring, feedback and the QA process, ensure that high value guests and trade partner enquiries are retained through service experience
• Effectively handle guest and trade partner complaints to prevent complaint reoccurrence
• Provide a first contact resolution by pre- empting the callers next question and to prevent unnecessary contacts
• Recognise high value guests and partners provide them with a premium level of customer service
• Timely and accurate guest and trade partner communications
• Accurate booking faring audits
• Attend adhoc project meetings to input as required to projects/initiatives
  
  

OPERATIONS & KPI’s

Key Accountabilities:

• Achieve service levels to ensure the Company; team and individual targets are met.
• Respond to emails from Siebel or other email tools (Customer Service UK, Automation UK, Specialist Services UK, HVTP UK, Amenities UK etc.) within Service Level set
• Own the communication process for redeployments and itinerary changes
• Own manifest creation
• Administration of the special services function across the booking journey (including cruise and air)
• Ensure all daily/weekly reports are completed within set timescales
• Learn the documentation system for guest ticketing/documentation enquiries.
• 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 Supervisor and Manager to discuss performance against targets
• Ensure that all written responses are accurate and of a consistently high standard to prevent follow up emails
• Maintain accurate spreadsheets for any redeployments to track booking movements
• Deal with all Customer Service issues in a professional and timely manner, showing flexibility with regard company policy v protecting future business
• Ensure that all reporting / written responses are turned around within the required timescales
• 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 of the tools that relate to the role; GUI, ASR, Knowledge desk, documentation system, Siebel, Cruising Power, Airwaves, Chat etc and Cruise websites.
• Provide accurate and timely information utilising Company resources
• Participate in departmental projects and tasks as required
• Training delivery to new inductees on processes for special services
  
  

Measured By:

• Demonstrate your knowledge when speaking to guests and agents- become a knowledge expert in your area
• Take ownership for keeping updated on system, product, brand and policy enhancements, to ensure that your knowledge is up to date
  
  

Experience / Knowledge & Skills

• An in depth knowledge of all company tools is essential for this role
• The ability to understand and document complex processes in a user friendly format
• Ability to write training documents and to train new processes on occasions
• To demonstrate great communication skills when liaising with travel partners and other internal departments
• Experience of MS Office Packages, Word and Excel etc.
• Strong analytical skills
• Strong team player, but ability to work on own tasks essential.
• Must have very good standard of written English.
• Good attention to detail and excellent customer service skills.
• Must have ability to work under pressure.
• Must be able to troubleshoot problems and follow through queries to conclusion.
• Ability to multi-task whilst adhering to deadlines.
• To liaise and co-ordinate with several cultures and departments.
• Experience of guest complaints desirable
• Excellent interpersonal and communication skills.
• Flexible, approachable with a passion for the business.
• Working on a shift pattern, weekends will be worked on a regular basis
  
  

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 manager