Air Customer Service Agent - REMOTE - US

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe.  With parent company Carnival Corporation, Princess has introduced Medallion Class Vacations. This award-winning innovation offers the fastest way to an effortless, personalized vacation. 

 

We’re looking for an amazing Air Customer Service Agent. The Agent, Air Customer Service is responsible for providing exceptional customer service and support to guests regarding air travel arrangements. This role involves handling inquiries, resolving issues, and ensuring a seamless travel experience for guests. The Agent, Air Customer Service will work closely with the Air Operations team and other departments to coordinate and manage air travel logistics. The ideal candidate will have strong communication skills, attention to detail, and experience in customer service.
 

Here’s a summary of what Princess is looking for in its Air Customer Service Agent. Is this you? 
 

Responsibilities 

• Customer Support
  • Provide assistance to guests with air travel inquiries, including booking, changes, cancellations, and general information.   
  • Answer phone calls in regard to air issues, responds to e-mails and voicemails, and relays messages accurately and promptly.
  • Amend major schedule changes, perform ticketing activities (issuance, refunds, exchanges, etc).
  • Track and fix incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares.
  • Realign pricing within PNR to have records re-priced in order to collect additional money outside final payment.   
• Issue Resolution
  • Address and resolve any issues or complaints related to air travel arrangements in a timely and professional manner.
• Process and Coordination
  • Work with the Air Operations team to ensure accurate and efficient handling of air travel logistics.    
  • Certify all air tickets issued for passengers taking a flight by updating the ticket match exception report.
  • Assign ancillary services to guests when requested.
  • Process guest entertainment, crew executive travel, VIP requests and provide down line communication to port agents, hotels and ground transportation.
  • Research air schedules booked for crew outside of budget.
  • Process last minute crew changes in regards to air accommodations.
  • Provide next port protection coverage (flight re-accommodation) to accommodate passengers when needed.
  • Communicate effectively with customers, co-workers and management to reduce communication-related work errors.
  • Consistently deliver on commitments to external and internal customers to drive customer satisfaction.                                                                                                                                             

Training Schedule:

• Monday to Friday, 8:15 AM – 5:00 PM PT
• Duration: 3–4 weeks

Work Schedule:

• Monday to Friday: 8-hour shifts between 6:00 AM – 6:00 PM PT AND Saturday and Sunday: 8-hour shifts between 6:00 AM – 5:00 PM PT
  • Includes a 45 minute lunch break and two 15-minute breaks
• You will not have two consecutive days off.
   

Requirements 

• Proficiency in computer systems and software used for air travel arrangements.
• Ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management. Strong problem-solving abilities and attention to detail.
• Experience in the travel and hospitality industry and in a high-volume call center is highly desirable.
• Proficient in Microsoft Word, Excel, and Outlook.
• Excellent phone and customer service skills.
• Knowledge of all aspects of the Sabre airline reservation system such as creation of an air booking, ticketing, exchanges, pricing, routing and queue processing
• Familiarity with air travel booking systems and procedures.
• Ability to handle high-pressure situations and provide effective solutions.
• Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

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 
• Base Salary R