Qualifications and Skills

• Strong communication skills with the ability to interact professionally with diverse customer groups and resolve issues effectively.
• Proven experience in a customer service role, preferably within the travel, hospitality, or service industry.
• Must be detail-oriented with the capability to manage multiple tasks simultaneously in a fast-paced environment.
• Ability to manage and process customer inquiries and complaints in a friendly and professional manner.
• Proficient in using customer relationship management (CRM) software and other related technologies.
• Must possess excellent problem-solving skills needed to quickly address and resolve travel-related concerns.
• Strong organizational skills and the ability to handle high-pressure situations with a positive attitude.
• Flexibility to work shifts, including evenings, weekends, and public holidays as required by the cruise industry.

Roles and Responsibilities

• Provide exceptional customer service support, addressing inquiries, bookings, and travel-related questions efficiently.
• Handle customer complaints diplomatically, ensuring prompt resolutions to enhance satisfaction and retention.
• Liaise with different cruise departments to provide accurate information and ensure seamless guest experiences.
• Assist in onboarding processes for new passengers, ensuring their expectations are understood and met.
• Update and maintain accurate passenger records and preferences in the CRM system.
• Receive feedback and suggestions from guests and relay this information for continuous service improvement.
• Collaborate closely with sales and marketing teams to promote special offers and amenities to passengers.
• Adhere to all company policies and standards while promoting a professional image of the cruise line.