Executive Advocate, Global Guest Experience

This position is on – site in our Miramar Office

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group Silversea Guest Experience team has an exciting career opportunity for a full Executive Advocate, Global Guest Experience reporting to the Manager, Global Guest Experience.

Position Overview  

The primary objective of the Silversea Guest Experience Management Executive Advocate is to provide personalized, exceptional luxury service to our guests through both verbal and written communication. You will be responsible for supporting multiple international markets, including the US, UK, APAC, and Australia. They will serve as subject matter experts, managing escalated calls and emails from guests, the executive team, the leadership team, and other internal departments to provide the best-fit resolutions for guest satisfaction. You must possess strong decision-making skills in handling complex cases, maintain professional and helpful relationships with all parties, and act as a mentor and resource for team members.

Essential Duties and Responsibilities

• Delivers exceptional customer service through professional communication skills, both via telephone and written correspondence.
• Serves as the subject matter expert for Silversea Guest experience by assisting callers with specialized skills and programs
• Offers recommendations on recurring service failures, process improvements, and training opportunities.
• Additionally, may be assigned to special projects and serve on employee committees.
• Addresses post-cruise issues for individuals, travel agents, and groups, including but not limited to service failures on guest journey related to components of the fare package inclusions that were not delivered as expected such as missed transfers, airline issues, ship maintenance, onboard services, or accounting, pricing, discounts, onboard purchases, commissions, and special programs.
• Prepares workflows and compensation as needed, ensuring their completion.
• Manages escalated customer situations with the highest level of skill, using effective communication techniques to de-escalate callers.
• Leverages service history and situational factors in decision-making. Resolves guest and travel partner complaints directly or by coordinating with other internal departments.
• Takes ownership of the customer relationship until the issue is resolved.
• Offers guidance to frontline team members on communication techniques and resources to promote self-sufficiency.
• Assists frontline team members with reservation issues, including following QMS procedures at the Resolutions level and handling policy overrides, and provides compensation when warranted.

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. Any other duties and projects assigned by the Lead or Sr. Manager of Guest Experience.

Qualifications

• Associate’s degree (AA) or Bachelor’s degree (BA) preferred; or two to three years customer service experience; or equivalent combination of education and experience.
• A minimum of six months to one year of customer service experience is required.
• Experience in customer-facing written communication is preferred.
• Good administration and computer skills, especially MS Word, Windows and Excel knowledge required
• 40 wpm typing required.

Knowledge and Skills

• Exceptional customer service skills, utilizing active listening and diplomacy effectively.
• Outstanding verbal and written communication skills, with the ability to interact effectively with individuals at all organizational levels and roles.
• Proficiency in using de-escalation techniques to handle challenging customer situations.
• Ability to adapt communication style for the best customer experience.
• Ability to teach communicati