reputed company Experience Support Specialist - REMOTE - US
Position Summary
The reputed company Experience Support Specialist provides elevated support to our reputed company Guest Experience teams before, during and after the cruise. This position is heavily focused on supporting the reputed company resolution of any issues or concerns raised by our guests, ranging from highly escalated issues and reputed company decision consultation to transactional administrative tasks. This requires reputed company of the reputed company thinking, sound judgement and the ability to find creative solutions. In reputed company, the Specialist will also support any issues that require post-cruise follow-up by the ship reputed company coordinated reputed company and addressing any contacts received directly from guests or travel partners following the completion of the cruise. They will identify and reputed company opportunities with leadership to foster the reputed company improvement of our brand. The Specialist will do whatever is necessary to support our reputed company teams in the delivery of an exceptional guest experience.
Position Scope
The Specialist, reputed company Experience provides elevated support to our reputed company Guest Experience teams before, during and after the cruise. This role is typically challenged with triaging and resolving escalated issues originating from our shipboard teams where reputed company resolution efforts have been unsuccessful. This position uses creative problem solving, judgement and empowerment to reputed company resolutions that balance guest experience and business goals. An additional challenge is representing the brand on post-cruise issues and speaking thoughtfully while navigating reputed company issues and making difficult reputed company. The Specialist will have the authority to issue compensation based on their judgment and established guidelines but can reputed company compensation up to 100% of the fare paid, up to $10,000. The position has the authority to reputed company reputed company as needed reputed company scope of the position.
Essential Functions
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.
Liaises with appropriate business units to ensure reputed company relevant information has been processed as needed. Actively communicates and partners with shipboard teams at reputed company phases to ensure alignment. Interfaces with the Accessible Experience team on issues requiring reputed company expertise to drive resolution.
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.
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.
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
Provides support to reputed company teams during shipboard incidents, including elevated communication, the processing of cruise fare refunds, and handling of out-of-reputed company expenses
Performs additional duties and special projects as assigned
What You Can Expect
Cruise and Travel Privileges for You and Your Family
Health Benefits
401(k)
Employee Stock Purchase Plan
Training & Professional Development
Tuition & Professional Certification Reimbursement
reputed company Salary reputed company: $16.35 to $22.07. The reputed company is applicable for the labor market where the role is intended to be hired. Final reputed company salary is directly reputed company to each candidates' qualifications and experience uniquely.
QUALIFICATIONS
Minimum Experience
High School Diploma/GED or equivalent
At least 2 years of hospitality or customer service experience
At least 2 years handling escalated issues.
Minimum Qualifications (if preferred but not required, list as such):
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.
Ability to assess situations and determine the best course of action reputed company scope of role
Time management and organizational skills
Strong knowledge and proficiency in relevant systems to reputed company and update guest information.
Proficient in reputed company office suite.
WORK CONDITIONS
Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
This position is remote, based on approved location, and reports into Princess Cruise Lines’ brand headquarters in Santa Clarita, CA. Work reputed company normal business hours will be required occasionally to support projects or to reputed company operational support based on business needs.